Sr. D&T Analyst – ServiceNow

Position Title

Sr. D&T Analyst – ServiceNow

Function / Group

Digital and Technology

Location

Mumbai

Shift Timing

Regular

Role Reports to

D&T Manager

Remote / Hybrid / in-Office

Hybrid

ABOUT GENERAL MILLS

We make food the world loves : 100 brands. In 100 countries. Across six continents. With iconic brands like Cheerios, Pillsbury, Betty Crocker, Nature Valley, and Häagen-Dazs, we’ve been serving up food the world loves for 155 years (and counting). Each of our brands has a unique story to tell.

How we make our food is as important as the food we make. Our values are baked into our legacy and continue to accelerate

us into the future as an innovative force for good. General Mills was founded in 1866 when Cadwallader Washburn boldly bought the largest flour mill west of the Mississippi. That pioneering spirit lives on today through our leadership team who upholds a vision of relentless innovation while being a force for good. For more details check out

General Mills India Center (GIC) is our global capability center in Mumbai that works as an extension of our global organization delivering business value, service excellence and growth, while standing for good for our planet and people.

With our team of 1800+ professionals, we deliver superior value across the areas of Supply chain (SC) , Digital & Technology (D&T) Innovation, Technology & Quality (ITQ), Consumer and Market Intelligence (CMI), Sales Strategy & Intelligence (SSI) , Global Shared Services (GSS) , Finance Shared Services (FSS) and Human Resources Shared Services (HRSS).For more details check out

We advocate for advancing equity and inclusion to create more equitable workplaces and a better tomorrow.

JOB OVERVIEW

Function Overview

The Digital and Technology team at General Mills stands as the largest and foremost unit, dedicated to exploring the latest trends and innovations in technology while leading the adoption of cutting-edge technologies across the organization. Collaborating closely with global business teams, the focus is on understanding business models and identifying opportunities to leverage technology for increased efficiency and disruption. The team's expertise spans a wide range of areas, including AI / ML, Data Science, IoT, NLP, Cloud, Infrastructure, RPA and Automation, Digital Transformation, Cyber Security, Blockchain, SAP S4 HANA and Enterprise Architecture. The MillsWorks initiative embodies an delivery model, where business and technology teams operate cohesively in pods with a unified mission to deliver value for the company. Employees working on significant technology projects are recognized as Digital Transformation change agents.

The team places a strong emphasis on service partnerships and employee engagement with a commitment to advancing equity and supporting communities. In fostering an inclusive culture, the team values individuals passionate about learning and growing with technology, exemplified by the "Work with Heart" philosophy, emphasizing results over facetime. Those intrigued by the prospect of contributing to the digital transformation journey of a Fortune 500 company are encouraged to explore more details about the function through a provided Link.

Purpose of the role

The Sr. ServiceNow Analyst is responsible for enabling effective ITSM and HR solutions by bridging business needs with platform capabilities. This role manages and governs foundational data, ensures process alignment with enterprise standards, and provides consultative guidance to stakeholders. The Analyst leads requirements gathering, backlog prioritization, POCs, and discovery workshops to shape scalable solutions. By analyzing processes, designing workflows, and coordinating testing and adoption, the role drives automation, efficiency, and user experience improvements. Acting as a trusted advisor, the Sr. Analyst helps maximize the value of the ServiceNow platform across the enterprise.

KEY ACCOUNTABILITIES

• Act as a functional lead for ITSM and HRSD processes on the ServiceNow platform, ensuring solutions align with business objectives, enterprise standards, and compliance requirements.
• Partner with business stakeholders, Solution Managers, and technical teams to capture requirements, refine user stories, and translate them into actionable functional specifications.
• Manage and govern foundational data (Assignment Groups, Licensing, User / Role Data, Locations, Departments, Cost Centers, etc.), ensuring accuracy, consistency, and alignment with enterprise data policies.
• Provide consultative guidance to business stakeholders, advising on ServiceNow best practices, solution options, and process improvement opportunities.
• Analyze existing processes to identify opportunities for automation, simplification, and efficiency improvements using ServiceNow capabilities.
• Collaborate with technical engineers to design and deliver solutions, providing detailed process flows, acceptance criteria, and test scenarios.
• Lead and coordinate Proof of Concepts (POCs) and Discovery workshops, validating solution feasibility and shaping future enhancements.
• Lead functional testing, UAT coordination, and validation of new modules, enhancements, and platform upgrades to ensure business readiness and quality outcomes.
• Maintain and manage product backlogs for ITSM and HR modules, prioritizing requests based on business impact, user experience, and strategic alignment.
• Provide expertise in ITSM processes (Incident, Problem, Change, Knowledge, Service Catalog) and HRSD modules (Case Management, Employee Service Center, Onboarding, and related workflows).
• Develop and deliver functional documentation, training materials, and knowledge articles to support adoption, process maturity, and end-user enablement.
• Support Incident and Change Management by performing impact assessments, validating fixes, and ensuring alignment with business needs.
• Research, evaluate, and recommend new ServiceNow features and industry best practices to maximize platform value and improve employee experience.

MINIMUM QUALIFICATIONS

o Stakeholder Management

o ServiceNow ITSM

o ServiceNow HR

o Agile Practice

o Influencing Skills

o AI POCs

PREFERRED QUALIFICATIONS