ServiceNow Analyst

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Quick Summary

Key Responsibilities

Service level agreement Management & Post-Incident Analysis: Manage and resolve incident tickets, maintaining a high standard of service and meeting published performance targets.

Requirements Summary

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

Technical Tools

Other

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.

The ServiceNow Analyst supports daily operations by handling incidents, service requests, problems, changes, and defects. Respond to production issues and help implement immediate resolution efforts across ServiceNow technology areas. Help maintain CMDB accuracy, performing regular audits, and keeping precise records

About the Role

~1 min read

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

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

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

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

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

Responsibilities

~1 min read

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

Requirements

~1 min read

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.
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.

4+ 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 Integration Hub, Orchestrator, and Service Portal is good to have.
ITIL v3/4 certification is good to have.

What We Offer

~1 min read

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 and your spouse

✓OPD coverage

✓Best in class leave plan including paternity and family care leaves

✓Counselling sessions to prioritise mental well-being

✓Exclusive discount vouchers on Levi’s products

Bengaluru, India

Full time