Service Now Analyst- Bangalore

Job Summary:

We are seeking a skilled and motivated ServiceNow Analyst to join our IT team. The ideal candidate will be responsible for the configuration, administration, and support of the ServiceNow platform, particularly focusing on IT Service Management (ITSM) processes, including Incident Management, Change Management, Problem Management, and Service Catalog. As a ServiceNow Analyst, you will work closely with cross-functional teams to ensure the smooth operation of ServiceNow and improve IT service delivery processes.

Key Responsibilities:

1. ServiceNow Configuration & Administration:

   • Configure and maintain ServiceNow modules including Incident Management, Problem Management, Change Management, Service Catalog, Knowledge Management, and others.

   • Customize ServiceNow forms, workflows, business rules, UI actions, and notifications to meet business requirements.

   • Perform regular system updates, patches, and system administration tasks to ensure the platform remains secure and functional.

   • Manage user roles, groups, and access controls in ServiceNow.

2. Incident & Request Management:

   • Assist in the configuration and optimization of incident, request, and change management workflows to improve service efficiency.

   • Support the development and management of Service Catalog items, ensuring user requests are handled seamlessly.

   • Monitor and resolve issues related to ServiceNow incidents, service requests, and escalations.

3. Process Improvement:

   • Continuously assess and identify areas for improvement in ServiceNow workflows, processes, and functionality.

   • Work closely with ITSM teams to ensure that ServiceNow aligns with ITIL best practices.

   • Assist with the implementation of new ITSM processes or features within ServiceNow, ensuring that they meet business needs and compliance requirements.

4. Integration & Data Management:

   • Support integrations between ServiceNow and other enterprise systems (e.g., Active Directory, email systems, monitoring tools, etc.).

   • Assist in the migration of data into ServiceNow, ensuring proper data quality, validation, and consistency.

   • Troubleshoot and resolve integration issues between ServiceNow and external applications.

5. Reporting & Analytics:

   • Develop and maintain ServiceNow reports and dashboards to provide insights into key service management metrics.

   • Create custom reports and use ServiceNow Performance Analytics to analyze data and improve decision-making.

   • Monitor and track service performance against SLAs and KPIs.

6. User Support & Training:

   • Provide ongoing support to ServiceNow users, answering questions, resolving issues, and ensuring they can effectively use the platform.

   • Conduct user training sessions and produce documentation to assist users in maximizing the value of ServiceNow.

   • Assist with knowledge base management by creating, updating, and managing knowledge articles.

7. Collaboration & Stakeholder Engagement:

   • Collaborate with business users, ITSM teams, and development teams to gather requirements and implement new features in ServiceNow.

   • Act as a liaison between technical teams and end-users to ensure ServiceNow is configured in line with business requirements.

   • Provide expertise in ServiceNow best practices and guidance for process automation and continuous improvement.

Qualifications:

• Education:

  • Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field (or equivalent experience).

• Experience:

  • [2-4 years] of experience working with ServiceNow, ideally in an ITSM or ITIL environment.

  • Experience in configuring and supporting ServiceNow modules such as Incident Management,