Senior Analyst - Service Now [T500-21231]

About H.E. Services :

At H.E. Services vibrant tech Center in Hyderabad, you will have the opportunity to contribute to technology innovation for Holman Automotive, a leading American fleet management and automotive services company. Our goal is to continue investing in people, processes, and facilities to ensure expansion in a way that allows us to support our customers and develop new tech solutions. Holman has come a long way during its first 100 years in business. The automotive markets Holman serves include fleet management and leasing; vehicle fabrication and up fitting; component manufacturing and productivity solutions; powertrain distribution and logistics services; commercial and personal insurance and risk management; and retail automotive sales as one of the largest privately owned dealership groups in the United States.

Join us and be part of a team that's transforming the way Holman operates, creating a more efficient, data-driven, and customer-centric future.

Roles & Responsibilities :

Supports application software and performs application upgrades following established procedures.

Provisions for new users and administrator users' access rights to applications / systems.

Installs application patches following established procedures.

Troubleshoots, identifies and solves technical problems.

Interfaces with vendors, developers, and infrastructure teams to ensure timely problem resolution.

Maintain system / application documentation and operational procedures.

Monitors and manages application availability, capacity, and performance based on established performance metrics.

Review all alerts for accuracy and take steps to re-mediate the issue.

Responsible for troubleshooting and supporting end-user / business team issues connecting to or using applications / systems.

Responsible for moving changes submitted by developers between Dev, QA, and Production.

Responsible for testing changes submitted by developers and coordinating business acceptance testing and approval.

Responsible for DR planning and testing of assigned applications / systems.

Develops system standards and procedures.

Develops and distributes application documentation for support and for end-user reference.

Works with development teams to test and approve modifications to applications.

Works with out-of-the-box application modules / tools to develop support for business requests.

Trains and mentors other team members.

Troubleshoot and resolve issues related to ServiceNow functionality and performance.

Collaborate with the ServiceNow Architect to translate business requirements into technical solutions.

Apply Agile / Scrum methodologies to Development in support of the Solutions Architect.

Develop and configure custom applications, workflows, business rules, UI policies, and client scripts within ServiceNow.

Assist in the design and implementation of integrations between ServiceNow and other enterprise systems.

Support platform planned upgrades, feature releases, patching, and performance optimization.

Create and maintain end-user documentation, including configuration and custom processes.

Assist with data migration from other systems as needed.

Provide recommendations on best practices and efficient use of ServiceNow and other applications to streamline end-user and back-office operations.

Collaborate and align with departmental leadership and Solutions Analysts to ensure effective prioritization, scoping, and execution of projects and tasks.

Other ServiceNow-related tasks and projects assigned by management.

Perform all other duties and special projects as assigned.

Education and / or Training :

A bachelor’s degree in computer science or a related field is preferred.

Relevant Work Experience :

Five + years’ experience supporting IT Systems / Applications.

Planning / Organizing / Managerial Knowledge :

Must be able to work in a 24-hour on-call capacity.

Must be able to work independently, with minimal supervision.

Moderate knowledge of Windows, Active Directory, and IIS

Must be capable of logical thinking and stepping methodically through a process for troubleshooting / research

Knowledge of TCP / IP, HTTP, SMTP, DNS, FTP, and SSL.

Understanding of network and database technologies (MS SQL, Oracle).

Proficient in Microsoft Office applications.

Communicating & Influencing Skills :

Excellent customer service, interpersonal, and organizational skills.

Must have strong communication skills, both verbal and written.

Excellent time management and project planning skills.