Job Title: Senior Associate – ServiceNow
Location: Hybrid / Remote (kochi/chennai/kochi)
Experience: 3–5 Years
Job Type: Full-Time
Department: ITMC
Role Overview:
We are seeking an experienced and proactive Senior Associate – ServiceNow to join our IT Management Center team. This role requires a minimum of 3 years of hands-on experience in administering and enhancing the ServiceNow platform. The ideal candidate will have strong expertise in ITSM and HRSD modules, with proven capabilities in platform configuration, customization, and service delivery. You will be responsible for driving operational excellence, enabling automation, and improving user experiences through scalable ServiceNow solutions.
Key Responsibilities:
- Administer and maintain the ServiceNow platform, including user access, workflows, data policies, and roles.
- Configure and manage core ITSM modules: Incident, Problem, Change, Knowledge, and Request Management.
- Support and enhance HR Service Delivery (HRSD) modules, including case management and self-service portals.
- Perform regular platform upgrades, patching, and performance tuning activities.
- Develop custom workflows, business rules, UI policies, client scripts, and service catalog items.
- Collaborate with business stakeholders to gather requirements and deliver tailored ServiceNow solutions.
- Drive automation and self-service initiatives through effective use of Service Catalog and Knowledge Base.
- Monitor system performance, identify bottlenecks, and troubleshoot platform-related issues.
- Ensure compliance with internal governance, data security, and ITIL-aligned service practices.
- Create and maintain documentation, user guides, and conduct end-user training sessions.
Mandatory Skills:
- Minimum 3 years of hands-on experience as a ServiceNow Administrator or Developer.
- Strong expertise in ITSM configuration and platform customization.
- Practical experience working with HRSD and employee experience workflows.
- Proficient in scripting and platform components such as Workflows, UI Policies, Business Rules, and Client Scripts.
- Understanding of ServiceNow architecture and deployment best practices.
- Strong analytical thinking, problem-solving skills, and attention to detail.
- Excellent communication and stakeholder collaboration abilities
Preferred Qualifications:
- Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related field.
- ServiceNow Certified System Administrator (CSA) – Mandatory.
- Additional certifications in ITSM, HRSD, or relevant ServiceNow modules – Preferred.
- Familiarity with Agile or ITIL-based service management practices.
- Knowledge of Service Catalog design, Reporting, or Performance Analytics is a plus.