Senior Analyst, Application Support

Accountabilities:

• • Manage and support the ServiceNow HRSD platform, including day-to-day administration, configuration, maintenance, troubleshooting, and production support across core HR service management capabilities.
  • Maintain platform health and stability by analyzing incidents, identifying root causes, resolving operational issues, monitoring performance, and providing on-call support when required.
  • Configure and enhance ServiceNow capabilities, including Employee Center, Case, Knowledge, Tasks, Reports, Portals, Agent Workspace, Virtual Agent, workflows, access controls, and related functionality.
  • Deliver minor enhancements and development requests, translating customer and business requirements into technical specifications, implementation plans, test cases, and production-ready solutions.
  • Support system integrations and data flows, working with legacy and third-party applications to investigate integration failures, large data imports or extractions, and downstream impacts.
  • Coordinate end-to-end incident triage, collaborating with integrating application teams, product teams, vendors, and technical stakeholders to ensure timely resolution within expected service levels.
  • Support platform releases, upgrades, patches, and migrations, assessing risks and dependencies, testing changes thoroughly, and coordinating controlled deployments.
  • Drive quality assurance activities, including defining testing approaches, developing test cases, validating fixes and enhancements, and monitoring errors and performance.
  • Manage platform security and access, including users, groups, roles, access control lists, and related security configurations.
  • Monitor scheduled jobs and dependencies, investigate job failures and alerts, and take corrective action to maintain reliable operations.
  • Partner with product and business teams to ensure user stories and requirements are clear, actionable, technically feasible, and testable.
  • Document platform configurations and processes, maintaining technical specifications, architecture and integration documentation, operational procedures, and other support materials.
  • Act as a ServiceNow subject matter expert, providing technical guidance, consultation, training, and informal mentoring to colleagues and contributing to project teams when needed.
  • Continuously improve platform capabilities, identifying opportunities to enhance application performance, stability, automation, usability, and operational efficiency.

  Requirements:

  • Bachelor’s degree from an accredited institution in a relevant discipline, or a high school diploma/GED combined with at least four years of relevant professional experience.
  • At least 8 years of professional experience, with substantial experience supporting and developing enterprise applications.
  • Strong ServiceNow experience, particularly with HR Service Delivery (HRSD), including platform administration, configuration, troubleshooting, enhancements, and production support.
  • Hands-on expertise with Employee Center, Virtual Agent, Agent Workspace, workflow design, scripting, ACLs, reporting, system integrations, and ServiceNow portals.
  • Proven ability to evaluate business and technical requirements, develop implementation approaches, create technical specifications, and support development, testing, and deployment activities.
  • Experience managing ServiceNow releases, patches, upgrades, migrations, and enhancements, with an understanding of their potential technical and operational impacts.
  • Strong experience with application integrations, reports, data imports/exports, scheduled jobs, dependencies, and production issue resolution.
  • Demonstrated ability to perform complex troubleshooting and root-cause analysis, while maintaining a strong focus on application stability, quality, security, and customer experience.
  • Strong communication and stakeholder-management skills, with the ability to explain technical issues and solutions clearly to technical and non-technical audiences.
  • Ability to work independently, prioritize competing demands, and deliver high-quality results in a fast-paced environment.
  • Strong organizational skills, attention to detail, analytical thinking, and a proactive approach to problem-solving.
  • Willingness to provide after-hours or emergency support when required, including coordination with offshore or global teams.
  • Ability to provide informal technical leadership, mentor colleagues, and contribute to cross-functional projects.

  Benefits:

  • Remote work opportunity in India, with flexibility to work from home.
  • Competitive total compensation package designed to support employees across health, financial security, and personal wellbeing.
  • Medical, dental, and vision coverage.
  • Life insurance and short-term disability benefits.
  • Retirement savings support, including an employer-matching 401(k) program where applicable.
  • Employee stock purchase plan.
  • Paid vacation, holidays, and personal days.
  • Opportunities for professional development, continuous learning, and technical growth.
  • Exposure to a large-scale enterprise technology environment and opportunities to collaborate with global and cross-functional teams.
  • Opportunities to develop deeper expertise in ServiceNow, HR technology, application support, integrations, and enterprise platforms.