Analyst, ServiceNow

Bain & Company

Gurugram District

On-site

INR 600,000 - 1,000,000

Full time

14 days+

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Benefits offered by this job

Great workplace environment

Diversity and inclusion initiatives

Job summary

A leading management consulting firm in Gurugram is seeking a Technical Support Analyst to enhance and maintain the ServiceNow platform. Responsibilities include recommending solutions, maintaining stability, and assisting in configuration changes. Ideal candidates will have 3-5 years of ServiceNow experience, strong analytical skills, and excellent customer service abilities. This role offers a full-time employment opportunity with a supportive work environment.

Qualifications

3-5 years of experience as a ServiceNow Administrator.
2-4 years of IT support experience preferred.
Proven strong logic and analytical skills.

Responsibilities

Implement critical new capabilities on ServiceNow platform.
Maintain and optimize ServiceNow implementation.
Assist with knowledge transfer within ServiceNow team.

Skills

ServiceNow Administration

IT Support

Analytical Skills

Communication Skills

Customer Service

Education

Associate's/Bachelor’s degree

Tools

ServiceNow

Client-side scripting

Server-side scripting

Job description

Bain & Company is one of the top management consulting firms in the world that helps the world’s most ambitious change makers define the future.

Across 65 cities in 40 countries, we work alongside our clients as one team with a shared ambition to achieve extraordinary results, outperform the competition, and redefine industries. We complement our tailored, integrated expertise with a vibrant ecosystem of digital innovators to deliver better, faster, and more enduring outcomes.

The firm established several functions in the Indian market early 2000s and its remit across functions has expanded over time. Since 2019, these functions have become part of Global Business Services (GBS). Global Business Services (GBS) is a network of five interconnected business-function hubs across India, Poland, Malaysia, Mexico and Portugal, serving Bain globally to run our business, support other functions, and help drive innovation internally. We are over 1000 business professionals – serving functions in operations, HR, finance, legal, tech, marketing, research, and data analytics – who support our offices globally. Our mantra of “shared innovation, seamless execution,” underpinned by a passion for results, teamwork, and creativity, helps Bain stay at the top of our game operationally.

PROFILE SUMMARY

This position plays a critical role in both the implementation of new modules as well as the maintenance/continuous improvement of existing modules. The Analyst works with platform users from internal customer teams to understand the business needs and recommend solutions. This position is then responsible for configuring the platform to meet these requirements. This may involve working closely with a Software Implementation (SI) vendor or other team members on larger projects and independently on smaller initiatives.

RESPONSIBILITIES

Extend Bain’s emerging ServiceNow platform by implementing critical new capabilities and developing/coding required extensions (40%)

Recommend and implement solutions to meet business requirements, utilizing a core understanding of ServiceNow capabilities. This will be as part of a team on larger initiatives and independently on smaller initiatives.
Work with internal teams to review, test, and implement configuration changes in implemented ServiceNow products.
Provide configuration/implementation support to ServiceNow project teams.
Advocate and implement solutions where ServiceNow can be utilized to automate manual processes.
Research and test potential solutions to solve non-standard scenarios
Assist in building new ServiceNow integrations

Maintain and optimize ServiceNow implementation through thoughtful and timely system administrator duties (40%)

Recommend and implement solutions to meet business requirements, utilizing a core understanding of ServiceNow capabilities. This will be as part of a team on larger initiatives and independently on smaller initiatives.
Design and configure ServiceNow reports and dashboards required to support business needs
Assist internal ServiceNow users to resolve support issues directly or as escalated from other team members.
Proactively monitor the stability and usability of the platform across environments, taking action where necessary
Lead the creation of Service Catalog items, including creating appropriate documentation and associated Knowledge Base articles.
Perform platform upgrade planning and execution with the assistance of the ServiceNow team

Maintain a current and comprehensive understanding of the ServiceNow platform (10%)

Stay current on Bain's utilization of ServiceNow and changes to those products due to upgrades
Review the documentation around best practices for using ServiceNow to ensure clear and concise direction.

Assist with knowledge transfer within Bain’s ServiceNow team and lead knowledge transfer with internal customers. (10%)

Create and maintain relevant knowledge base articles associated with ServiceNow.
Translate complex system processes into user friendly language to aid in the creation of communications and training documentation

QUALIFICATIONS & EXPERIENCE

3-5 years of experience as a ServiceNow Administrator
2-4 years of IT support experience preferred
Associate's/Bachelor’s degree or an equivalent combination of education, training and experience
Proven strong logic, analytical and technological skills
Strong communication and customer service skills
Demonstrated ability to learn and troubleshoot independently
Experience with client-side and server-side scripting
Ability to work independently and within teams
Good to have ServiceNow Certified System Administration & ITIL certification

WHAT MAKES US A GREAT PLACE TO WORK

We are proud to be consistently recognized as one of the world's best places to work, a champion of diversity, and a model of social responsibility. We are currently ranked the #1 consulting firm on Glassdoor’s Best Places to Work list, and we have maintained a spot in the top four on Glassdoor's list for the last 15 years. We believe that diversity, inclusion, and collaboration are key to building extraordinary teams. We hire people with exceptional talents, abilities, and potential, then create an environment where you can become the best version of yourself and thrive both professionally and personally. We are publicly recognized by external parties such as Fortune, Vault, Mogul, Working Mother, Glassdoor, and the Human Rights Campaign for being a great place to work for diversity and inclusion, women, LGBTQ, and parents.

Seniority level