IT Solutions Analyst

This is a fully remote position, open to applicants in India.

📋 Description

• Collect, document, and refine business requirements through workshops, interviews, and process mapping.

• Convert requirements into functional specifications, user stories with acceptance criteria, and ServiceNow solution designs.

• Evaluate platform upgrades, new releases, and process modifications, recommending out-of-the-box solutions.

• Configure and enhance the ServiceNow CSM, MCO, and SOM modules.

• Design and develop custom scoped applications utilizing Flow Designer, Workflow Studio, Business Rules, Script Includes, UI Policies, Client Scripts, UI Builder / Workspaces, and Service Portal.

• Establish and maintain integrations between ServiceNow and Salesforce, on-premise applications, databases, ERP, PLM, MES, telephony, and other enterprise systems.

• Implement and optimize ServiceNow AI features, assessing their impact on case deflection, resolution times, and agent productivity.

• Create test plans and test cases, execute functional and regression testing, and coordinate User Acceptance Testing (UAT).

• Oversee update set and application repository deployments across various instances.

• Generate release notes, training documentation, and knowledge articles while supporting end-user and super-user training.

• Provide Tier 2/3 production support, including incident triage, root-cause analysis, and permanent fixes within SLA targets.

• Monitor platform health, data quality, and performance to address process or configuration gaps.

• Assist with platform upgrades, family release adoption, and reducing technical debt.

• Maintain solution documentation, data models, and process flows, contributing to product backlog and sprint planning.

• Adhere to standards for security, ACLs, data governance, and compliance.

• Report on solution adoption and process KPIs using Performance Analytics and dashboards.

• Mentor junior analysts and disseminate knowledge within the ServiceNow community of practice.

• Participate in an on-call rotation and provide occasional after-hours support for releases or upgrades.

⛳️ Requirements

• Bachelor’s degree in Information Systems, Computer Science, Engineering, Business, or a related field, or equivalent practical experience.

• Over 5 years of hands-on ServiceNow experience as a platform analyst, administrator, or developer.

• Implementation and support experience in at least two of CSM, MCO, and SOM.

• Experience in developing custom scoped ServiceNow applications from requirements through deployment and support.

• Experience in supporting production ServiceNow environments, including incident management, root-cause analysis, upgrades, and release cycles.

• ServiceNow Certified System Administrator (CSA) certification is required.

• ServiceNow Certified Application Developer (CAD) certification is required.

• Strong understanding of the ServiceNow data model, tables, ACLs, roles, and CMDB / Customer Service data structures.

• Proficient in JavaScript, Glide APIs, Flow Designer, Workflow Studio, and scoped application development.

• Experience with REST/SOAP, Integration Hub, MID Server, JDBC, SQL, import sets, and transform maps.

• Practical experience with ServiceNow AI capabilities, including Now Assist, Virtual Agent, AI Search, and Now Assist Skill Kit.

• Familiarity with agentic AI, AI Agents, agentic workflows, model providers, Now Assist administration, licensing tiers, and guardrails.

• Experience with Customer Service Portal, Service Portal, UI Builder, and Workspaces.

• Understanding of order-to-cash, quote-to-order, entitlement, and warranty/contract processes.

• Familiarity with Agile/Scrum/SAFe methodologies, user story writing, and using ServiceNow Agile Development, Jira, or Azure DevOps.

• Ability to write functional specifications, test cases, and process documentation, and present solutions to both technical and non-technical audiences.

• Strong analytical and problem-solving skills.

• Excellent written and verbal communication abilities.

• Effective stakeholder management and capability to balance multiple priorities.

• Customer-centric mindset with a focus on ownership, attention to detail, and the capacity to work independently in a fast-paced Agile environment.

• Ability to collaborate with both onshore and offshore development teams.

• Candidates must be local to the position's location; relocation assistance is not available.

• This position is not eligible for visa sponsorship.

🏝️ Benefits

• Primarily remote work arrangement.

• Occasional travel required.

• Participation in an on-call rotation for critical production issues.

• Occasional after-hours support for releases or upgrades.

• Equal opportunity employment.