India Senior Analyst, Application Support

I. Job Summary

This senior level analyst position is responsible for the configuration and support of ServiceNow Application within the People Organization. As part of the HR Technology team, this role provides complex analytical and consultative support delivering HR processes. Generally, provides technical input for Digital/vendor support.

II. Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned.

• The ideal candidate will perform day to day support and development work to provide administration support in the HRSD ServiceNow Module.
• This role will be responsible for the general support, administration, and maintenance of the ServiceNow platform and associated applications.
• Provide production support for the ServiceNow application through troubleshooting, problem analysis and determining resolution to correct issues.
• Be a key member of the team responsible for maintaining the health and stability of our ServiceNow applications.
• Developing and deploying minor enhancements requests from customers.
• Working with integrating legacy systems (including 3rd party supported) to resolve any integration issues.
• End to end Triage support including coordinating with integrating applications and ensuring successful and timely issue resolution.
• Support Agent workspace related issue analysis, bug fix and new development
• Implement and troubleshoot Virtual Agent related issues
• Collaborate with ITS to understand the impacts of ServiceNow upgrade planning and execution.
• Serve as a subject matter expert to the ServiceNow platform team responsible for analysis, design, development, implementation of modules, and application on the ServiceNow platform.
• Support the configuration of the ServiceNow HRSD application including, Case, Knowledge, Tasks, Reports, and Portal updates.
• Supporting custom and standard reports being used within ServiceNow.
• Monitoring scheduled jobs/dependencies and job failure alerts to ensure timely error handling.
• Manage Instance Security, User/Group Access/Access Control Lists.
• Transform business and technical requirements into implementation plans, work on document requirements, develop technical specifications, and maintain architecture/integration documentation.
• Work with the product team to ensure user stories are developer-ready, easy to understand, and testable.
• Quality Assurance: Perform routine maintenance that includes performance monitoring and error identification/remediation.
• Formulate a testing approach, develop test cases, and deploy code into production in defined releases. Test bugs and enhancements prior to production deployment.
• Analyze, troubleshoot, and fix identified ServiceNow system issues/operational support tickets.
• Provide on-call support for ServiceNow production issues.
• Continuously develops advanced knowledge of assigned application(s) utilizing vendor websites, user groups and training to effectively utilize system capabilities. Mentors other team members and is recognized as an expert.
• Provides analysis and consultation on the implementation of new modules in existing applications .
• Provides experienced support for integrations, reports, and large data imports/extractions. Plans for and supports migrations, releases, upgrades and/or patches - mitigating risk/downstream impacts.
• Documents all configuration.

III. Supervisory Responsibilities

• No formal supervisory responsibilities in this position.
• Provides informal assistance such as technical guidance and/or training to coworkers.
• May lead project teams and/or plan and supervise assignments of lower level employees.

IV. Qualifications

The requirements listed below are representative of the qualifications necessary to perform the job.

A. Education and Experience

• Education: Bachelors Degree (accredited), or in lieu of degree, High School Diploma or GED (accredited) and four (4) years of relevant work experience.
• Experience: Eight (8) years of previous experience (in addition to education requirement).

B. Certificates, Licenses, Registrations or Other Requirements

• None required.

C. Other Knowledge, Skills or Abilities Required

• Implementation and support experience of Employee center portal, Virtual agent, Workflow design, Agent workspace, Language translation, Scripting, ACL, Reporting, and system integration.
• Extensive experience evaluating requirements and specs for development, testing and deployment.
• Hands on configuration of application(s), evaluating impact and supporting releases, patches, upgrades and enhancements.

V. Work Environment

Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

• Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc.) most of the work day;
• Required to exert physical effort in handling objects less than 30 pounds rarely;
• Required to be exposed to physical occupational risks (such as cuts, burns, exposure to toxic chemicals, etc.) rarely;
• Required to be exposed to physical environment which involves dirt, odors, noise, weather extremes or similar elements rarely;
• Normal setting for this job is: office setting.
• Must be available to work standard business hours, as well as be available to work non-standard hours in case of emergency (natural disasters, power outages, etc.). May need to attend after hours calls with the offshore team.