Senior IT Analyst - ServiceNow
On-siteBengaluru, Karnataka, India
Job Summary
Manage and optimize ServiceNow instance cloning, patching, and plugin updates while establishing performance monitoring and health dashboards. Provide second-level ticket service across multiple teams, analyzing incidents, defining workarounds, and coordinating with third-level support. Design and optimize ticket routing, implement first-time fix mechanisms using knowledge bases, and maintain reporting standards for meaningful metrics. Monitor HI cases, drive corrective measures for bottlenecks, and support technical onboarding and offboarding. Collaborate on continuous improvement initiatives, including automation and AI-supported capabilities within the platform.
Required Qualifications
- 5+ years of hands-on experience working with ServiceNow in an administrative or operational role
- Basic ServiceNow scripting knowledge (e.g., JavaScript in the context of ServiceNow)
- Proven experience in ServiceNow report and dashboard creation
- Strong experience with ServiceNow administration
- High-level understanding of ServiceNow development (configuration, low-code, and scripted elements)
- Very good understanding of ITIL-based Operational Service Management processes (e.g., Incident, Problem, Change, Request, CMDB)
- A degree in Computer Science, Information Systems, or a comparable field, or equivalent practical experience
Desired Qualifications
- Excellent communication skills
- Highly self-organized with strong initiative and the ability to drive topics end-to-end with limited supervision
- Strong focus on quality, reliability, and long-term maintainability of solutions and processes
- Agile mindset, comfortable working in iterative, cross-functional teams and adapting to changing priorities
- AI knowledge and interest in leveraging AI-enabled capabilities within the ServiceNow ecosystem (e.g., recommendations, virtual agents, automation)
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