India Job Openings
Levi Strauss & Co.
Analyst - ServiceNow
Bengaluru
FULL TIME
August 31, 2024
The Service Now Analyst is responsible for general development & support duties such as working implementations, enhancements, Incident, request, problem, change and defects. Helps organize and maintain CMDB accuracy, reliable auditing, and record keeping. Respond to production problems, recommend, and implement immediate resolution efforts across Service Now technology areas.
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Be part & collaborate with Dev Ops team (managing development & operations)
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Part of Agile team and develop solutions as per the user stories.
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Adhere to defined SLAs in ITSM (Incident, Problem, Change, SDLC, etc).
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Perform daily, weekly, monthly proactive health and best practice checks including remediation.
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Lead and/or support Service Now platform upgrades for both minor and major updates.
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Participate in SDLC activities related to IT and HR Service Delivery.
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Assign points to Stories to validate time spent doing development work.
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Create test cases (Service Now ATF, HP ALM) to detect defects/issues prior to code promotion into Production.
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Develop solutions as per the user stories.
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Resolving incident tickets within published SLA’s.
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Involvement with escalations and incident management including post incident reporting.
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Work directly with end users to resolve support issues within Service Now.
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Assist in troubleshooting patch/release management issues.
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Works with IT teams to automate processes, wherever possible.
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Collaborate on the evaluation, recommendation, business readiness and implementation of Service Now technology solutions.
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Help identify potential improvements to processes, procedures and software tools.
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Provide training and mentoring to Level 1 peers in support of enhancements, stories, and defect tickets.
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Provide preventative maintenance, troubleshooting, and problem resolution services for Service Now IT and HR Service Delivery.
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Maintains current knowledge of Service Now marketplace changes, technology changes, and client business pertinent to IT, Retail and HR Service Delivery.
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Ability to “think big” and challenge conventional wisdom regarding technology refresh and hype
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Strong leadership and negotiation skills with business and technical groups.
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Strong coding skills
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Strong analytical and problem-solving skills
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Strong oral and written communication skills with an ability to communicate technical information to a non-technical audience.
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Ability to adapt quickly and work on multiple tasks simultaneously
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Possess outgoing, collaborative, team-oriented style and strong interpersonal skills to successfully manage potential conflicts.
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Ability to work within a global team across cultures
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Exhibit core company behaviors that focus on how we at LS&Co. Operate together day to day regardless of level, function or location.
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Know the business; Own the Result; Company First; Be part of the solution; Lead by Example,
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Service Now Knowledge Base and/or equivalent documentation exists for processes, procedures, and standards.
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Industry best practices are used to manage and maintain Service Now platform health.
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Maintain SLA adherence for response and resolution of Incident, Problem, Change, Defect, etc.
Years and Type of Experience Required:
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Minimum of 3 years of experience with Service Now or other Service Delivery, Knowledge Management Applications
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Requires 2 years of Service Now platform experience
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Service Now Administrator certifications required – Nice to Have
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Experience with Service Now configuration required.
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Experience with Service Now Integration Hub, Orchestrator, and Service Portal preferred.
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ITIL v3/4 certification preferred. – Nice to Have
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Experience with software development life cycle (SDLC), Agile, and Scrum methodologies
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