Senior Analyst - ServiceNow

JOB DESCRIPTION

Primary Responsibilities:

• Resolving incident tickets within published SLA’s for ServiceNow ITSM & HRSD Support .

• Involvement with escalations and Incident management including post Incident reporting.

• Work directly with end users to resolve support issues within ServiceNow.

• Assist in Upgrades troubleshooting patch/release management issues.

• Works with IT teams to automate processes, wherever possible.

• Collaborate on the evaluation, recommendation, business readiness and implementation of ServiceNow technology solutions.

• Help identify potential improvements to processes, procedures and software tools.

• Provide Training and mentoring to Level 1 peers in support of enhancements, Stories, and Defect tickets and also practices  effective documentation on the same.

• Provide preventative maintenance, troubleshooting, and problem resolution services for ServiceNow IT and HR Service Delivery.

• Maintains current knowledge of ServiceNow marketplace changes, technology changes, and client business pertinent to ServiceNow ITSM and HR Service Delivery.

• Good troubleshooting skills with the ability to assist in determining root cause of problems, offer recommendations or suggestions for a quick, but effective, resolution.

• Consults with stakeholders to lead process design, development and build activities for acquisitions

• Provide advance assistance for ServiceNow by diagnosing a wide range of complex issues, deploying bug fixes and performing root cause analysis.

• Participate in discovery sessions and process definitions with the team and other developers.

Knowledge, Skills, and Abilities Required:

• Ability to “think big” and challenge conventional wisdom regarding  the Current technologies.

• Strong leadership and negotiation skills with business and technical groups.

• Strong analytical and problem-solving skills

• Strong Oral and written communication skills with ability to communicate technical information to a non-technical audience.

• Ability to adapt quickly and work on multiple tasks simultaneously.

• Possess outgoing, collaborative, team-oriented style and strong interpersonal skills to successfully manage potential conflicts.

• Ability to work within a global team across cultures

• Exhibit core company behaviors that focus on how we at LS&Co. Operate together day to day regardless of level, function or location.

• Know the business; Own the Result; Company First; Be part of the solution; Lead by Example.

• Strong business planning, analytical, and conceptual skills to evaluate business problems and apply knowledge to identify appropriate solutions.

Years and Type of Experience Required:

• Minimum of 4 years of experience with ServiceNow and  Overall Service Management

• Requires 3  years of ServiceNow platform experience.

• Experience with any of the technologies : JavaScript, HTML & CSS/SCSS .

• ServiceNow Administrator certifications required .

• Experience with  ServiceNow ITSM ,HRSD, Integration Hub, Orchestration and Service Portal preferred.

• ITIL v3/4 certification preferred.

• Experience with software development life cycle (SDLC), Agile, and Scrum methodologies.

LOCATIONBengaluru, IndiaFULL TIME/PART TIMEFull timeCurrent LS&Co Employees, apply via your Workday account.