Senior ServiceNow Analyst

Senior ServiceNow Analyst

Calling all originals: At Levi Strauss & Co., you can be yourself — and be part of something bigger. We’re a company of people who like to forge our own path and leave the world better than we found it. Who believe that what makes us different makes us stronger. So add your voice. Make an impact. Find your fit — and your future.

Summary of the role:

The Senior ServiceNow Analyst leads a team and help general support tasks such as working Incident, request, problem, change and defects. Help manage CMDB accuracy, reliable auditing, and record keeping. Respond to production problems, recommend, and implement immediate resolution efforts across ServiceNow technology areas.

About the role:

Main Results:

Agile Development:

Take ownership of complex user stories, delivering high-quality solutions and configurations that follow ServiceNow best practices.

Operational Excellence:

Exceed defined Service level agreements for the ITSM suite, ensuring rapid resolution of Incidents, Problems, and Defects while maintaining detailed documentation.

Platform Integrity & Health:

Perform/Support proactive system audits to identify performance bottlenecks, orphaned records, or best-practice deviations.

Technical Mentorship:

Act as a technical mentor for junior developers, providing guidance on technical blockers and ensuring code consistency across the team.

End-to-End Upgrade Support:

Contribute to platform upgrade cycles by performing impact analysis, managing clone-back activities, and remediating skipped records.

Quality Engineering (QA):

Build a library of ServiceNow ATF (Automated Test Framework) cases to ensure regression-free deployments.

Process Optimization: Identify manual tasks within IT and HR Service Delivery and propose automated workflows to improve organisational efficiency, using Solutions like Now Assist, predictive Intelligence

Sprint Accountability:

Participate in sizing and story-pointing sessions to provide realistic effort estimates and ensure the team maintains a steady sprint velocity.

Main Responsibilities:

Advanced Solution Development:

Translate complex user stories into technical requirements and high-quality ServiceNow configurations, ensuring agreement on architectural standards.

Requirement Refinement & Translation:

Act as a bridge between partners and technical execution by distilling ambiguous or high-level requirements into detailed, applicable technical specifications.

Technical Collaboration & Escalation:

Translating our requirements into Act as a technical escalation point for complex issues, coordinating with teams to guide high-priority incidents to resolution.

Service level agreement Management & Post-Incident Analysis:

Manage and resolve incident tickets, maintaining a high standard of service and meeting published performance targets. Contribute to Major Incident Management by participating in root cause analysis (RCA) and drafting post-incident reports to prevent recurrence.

Continuous Process Automation:

Partner with different IT workstreams to identify manual bottlenecks and implement automated workflows using Integration Hub and Flow Designer.

Platform Lifecycle Support:

Provide expert assistance in troubleshooting patch and release management issues, ensuring configurations remain compatible with new versions.

Strategic Technical Evaluation: Support the assessment and implementation of new ServiceNow modules or third-party integrations.

About you:

Skills Required:

*Challenge conventional wisdom regarding technology refresh and hype

*Experience probing deeper into "the why" behind a request, identifying the primary business problem to propose solutions that are technically viable and scalable within the ServiceNow framework.

*Communicate technical information to a non-technical audience.

*Have collaborative, team-oriented style to manage potential conflicts.

*Work within a global team across cultures

*Exhibit core company behaviours that focus on how we at LS&Co. operate together daily regardless of level, function or location.

*Know the business; Lead the Result; Be part of the solution; Lead by Example

Additional Information and Main Metrics:

Platform Innovation & Documentation:

Explore and socialise new ServiceNow release features (e.g., Generative AI, Workspace enhancements) to guide value. Capture all technical processes, configurations, and standards in a comprehensive, version-controlled Knowledge Base.

Best Practices:

Serve as a guardian of platform health. Apply industry-standard best practices, such as staying "Out of the Box" to minimise technical debt and simplify future upgrades.

Operational Excellence:

Exceed Service level agreement targets for the end-to-end lifecycle of Incidents, Problems, Changes, and Defects, ensuring high customer satisfaction and minimal business disruption.

Data-Driven Reporting:

Report on goals related to team throughput and system stability to identify areas for service improvement.

Experience Required:

*Minimum of 8 years of experience with ServiceNow or other Service Delivery, Knowledge Management Applications

*Experience with software development life cycle (SDLC), Agile, and Scrum methodologies

*Knowledge in HR & Finance

*ServiceNow Administrator certifications is good to have.

*Experience with ServiceNow configuration is good to have.

*Experience with ServiceNow Integration Hub, Orchestrator, and Service Portal is good to have.

*ITIL v3/4 certification is good to have.

Benefits:
We put a lot of thought into our programs to provide you with a benefits package that matters. Whether it is for medical care, taking time off, improving your health or planning for retirement, we've got you covered.

Here's a small snapshot:

• Complimentary preventive health check-up for you & your spouse

• OPD coverage

• Best in class leave plan including paternity & family care leaves

• Counselling sessions to prioritize mental well-being

• Exclusive discount vouchers on Levi’s products

We are an Equal Opportunity Employer committed to empowering individuals from all walks of life to achieve their professional goals with us, regardless of race, religion, gender, gender identity, pregnancy, disability, sexual orientation, age, national origin, citizenship status, or genetic information. We actively seek and encourage applications from diverse candidates, including those with disabilities, and offer accommodations throughout the selection process upon request.

To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. 

LOCATION

Bengaluru, India

FULL TIME/PART TIME

Full time

Current LS&Co Employees, apply via your Workday account.

Experience Level

Senior Level