ServiceNow Support Operations Specialist

ServiceNow Support Operations Specialist

Location: Bangalore / Chennai / Mumbai

Experience & Domain Knowledge:

• Hands-on experience with the ServiceNow platform, with strong experience in platform operations, development, upgrades, troubleshooting, and enterprise application support.
• Strong understanding of the Insurance industry and related business processes, with the ability to translate insurance business requirements into effective ServiceNow solutions. Experience supporting large enterprise insurance clients and working across business and technology stakeholders is highly desirable.

Key Responsibilities:

• Plan, coordinate, test, and execute ServiceNow platform clones and version upgrades, including upgrade planning, impact assessment, pre- and post-upgrade validation, ATF execution, defect identification, remediation, and stakeholder coordination.
• Monitor and maintain the health, performance, usage, and overall compliance of the ServiceNow platform and its applications, including Health Scan activities, operational reviews, audit readiness, and remediation of identified risks.
• Provide senior-level operational support and platform development for ServiceNow applications and modules, including ITSM, IRM, TPRM, GRC, BCM, and VR. Responsibilities include troubleshooting, configuration, enhancements, customizations, and ongoing platform sustainment. Experience with SPM, CMDB, and HRSD is highly desirable.
• Maintain and enhance Service Catalog, Service Level Management, and ITSM capabilities, ensuring platform stability, performance, and alignment with business requirements.
• Perform advanced ServiceNow platform development and scripting, including Business Rules, Client Scripts, UI Policies, ACLs, Script Includes, Workflow/Flow activities, Service Portal, and other platform components.
• Design, develop, maintain, and troubleshoot ServiceNow integrations using Web Services, REST/SOAP, JDBC, middleware, and other enterprise integration technologies.
• Drive automation of ServiceNow platform operations and support processes, identifying opportunities to automate health checks, monitoring, testing, deployments, repetitive support activities, and operational workflows to improve efficiency, reduce manual effort, and enhance platform reliability.
• Drive the adoption and implementation of ServiceNow AI capabilities, including AI Search, Task Intelligence, and other emerging AI features, assessing business use cases, supporting configuration and deployment, and ensuring effective integration with existing platform processes and operations.
• Lead ServiceNow deployment and release activities, developing and enforcing deployment plans, operational checklists, validation procedures, and production readiness criteria.
• Lead incident, problem, change, and request resolution for complex platform issues, exercising independent judgment and coordinating with internal teams, ServiceNow, and implementation partners where required.
• Ensure timely response to system alerts and customer-reported issues, including investigation, communication, escalation, root-cause analysis, and resolution in accordance with established support practices.
• Lead Health Scan, audit, and compliance initiatives, translating findings into actionable remediation plans and tracking them through closure.
• Design, develop, test, document, and deploy high-quality ServiceNow solutions based on business requirements, platform best practices, security standards, and maintainability principles.
• Establish and maintain operational standards and processes, including SOPs, support procedures, operational checklists, knowledge articles, runbooks, and handover documentation with providers and implementation partners.
• Collaborate effectively within an Agile delivery model, working with Product Owners, developers, platform teams, business stakeholders, ServiceNow, and external implementation partners.
• Provide technical leadership and knowledge sharing to the support team, mentoring team members, reviewing technical solutions, promoting best practices, and driving continuous improvement across platform operations.

Senior Role Expectations

• Demonstrate end-to-end ownership of ServiceNow platform operations, from planning and implementation through production support and continuous improvement.
• Independently analyze and resolve complex platform issues and determine appropriate technical and operational solutions.
• Proactively identify platform risks, performance concerns, compliance gaps, and opportunities for automation and optimization.
• Act as a senior technical point of contact for ServiceNow platform operations, upgrades, releases, AI capabilities, and production issues.
• Drive standardization, automation, and operational improvements to improve platform stability, support efficiency, and customer experience.

Regards

Ramkumar

Talent Acquisition - Atos

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