Lead Support Analyst I

AtkinsRealis India Private Limited; Bengaluru; On-site; INR 2,500,000 - 4,500,000; Full time

Benefits offered by this job

Life insurance

Medical insurance

Leave balance

Hybrid work

Remote opportunities abroad

Gratuity

Bonus program

Relocation assistance

Wellbeing program

Job summary

AtkinsRéalis in Bengaluru seeks an HR Systems & ServiceNow Operations Lead to own global service delivery for Workday, ServiceNow HR/ITSM, and related HR tools. You will mentor distributed teams, drive governance, and oversee integrations and automation initiatives to ensure stable, compliant operations.

You will partner with HR, IT, and vendors to optimize performance, manage audits, access reviews, and SLA adherence while advancing continuous improvement and AI-driven automation in a complex

Qualifications

• Bachelor’s degree in information technology, computer science, or related discipline.
• 8+ years supporting enterprise applications, including HR systems and service management.
• 3+ years leading application support or operations teams.
• Experience with Workday, ServiceNow, or comparable SaaS platforms.
• Strong ITIL-based service operations and governance understanding.

Responsibilities

• Lead Operational Service Delivery for Workday, HR applications, ServiceNow HR and ITSM modules, and related platforms, ensuring service availability, performance, and SLA compliance.
• Manage Global Support Teams including workforce planning, resource allocation, performance management, cross-training, and capability development.
• Own Rostering and Shift Management, including support schedules, on-call rotations, leave planning, handovers, and support coverage across multiple regions and time zones.
• Oversee Workday and HR Application Operations, including production support, releases, issue resolution, governance, and continuous improvement initiatives.
• Lead ServiceNow Operations for HR and ITSM Service Delivery, workflows, service requests, knowledge management, platform upgrades, and service optimization.
• Manage Integrations and Automation between Workday, ServiceNow, and other enterprise systems, driving efficiency through process automation and workflow improvements.
• Ensure Governance, Security, and Compliance by managing audits, User Access Reviews (UAR), SoD, operational controls, and remediation activities.
• Manage Vendors and Stakeholders, acting as the primary point of contact between HR, IT, business leaders, and service providers while ensuring delivery against agreed service commitments.
• Drive Continuous Improvement and Innovation through standardization, knowledge management, operational excellence, AI adoption, and automation initiatives.
• Provide Operational Governance and Reporting, including KPI management, service performance reviews, risk management, capacity planning, and strategic roadmap execution.

Skills

Leadership

ITIL

Vendor management

Global operations

SLA management

Education

Bachelor's degree in IT/CS

Tools

Workday

ServiceNow HR

HR applications

Job description

Job Description Overview

The HR Systems & ServiceNow Operations Lead is responsible for the operational leadership, governance, support, workforce management, and continuous improvement of the organization's HR technology ecosystem, including Workday, ServiceNow HR workflows, and associated HR applications and integrations. The role ensures stable, secure, compliant, and efficient service delivery while leading a global operations team and partnering closely with HR, IT, vendors, and business stakeholders. The role also supports the organization's strategy to align HR and ServiceNow service delivery under a unified operational model.

Your Role

• Lead Operational Service Delivery for Workday, HR applications, ServiceNow HR and ITSM modules, and related platforms, ensuring service availability, performance, and SLA compliance.
• Manage Global Support Teams including workforce planning, resource allocation, performance management, cross-training, and capability development
• Own Rostering and Shift Management, including support schedules, on-call rotations, leave planning, handovers, and support coverage across multiple regions and time zones.
• Oversee Workday and HR Application Operations, including production support, releases, issue resolution, governance, and continuous improvement initiatives.
• Lead ServiceNow Operations for HR and ITSM Service Delivery, workflows, service requests, knowledge management, platform upgrades, and service optimization.
• Manage Integrations and Automation between Workday, ServiceNow, and other enterprise systems, driving efficiency through process automation and workflow improvements.
• Ensure Governance, Security, and Compliance by managing audits, User Access Reviews (UAR), Segregation of Duties (SoD), operational controls, and remediation activities.
• Manage Vendors and Stakeholders, acting as the primary point of contact between HR, IT, business leaders, and service providers while ensuring delivery against agreed service commitments.
• Drive Continuous Improvement and Innovation through standardization, knowledge management, operational excellence, AI adoption, and automation initiatives.
• Provide Operational Governance and Reporting, including KPI management, service performance reviews, risk management, capacity planning, and strategic roadmap execution.

About You

• Essential Bachelor’s degree in information technology, Computer Science, or related discipline.
• 8+ years of experience supporting enterprise applications, including HR systems and Service Management platforms.
• 3+ years of leadership experience managing application support or operations teams.
• Experience with Workday, ServiceNow, or comparable SaaS enterprise platforms.
• Strong understanding of ITIL practices, service operations, incident management, change management, and problem management.
• Experience managing vendors and global support teams.
• Preferred Workday certification(s).
• ServiceNow Administrator or HR Service Delivery certification.
• ITIL Foundation or higher certification.
• Experience with HR processes, integrations, and automation platforms.
• Experience supporting global organizations with multi-region operations.

Rewards & Benefits

• Comprehensive life insurance coverage.
• Premium medical insurance for you and your dependents.
• Generous annual leave balance.
• Flexible and hybrid work solutions.
• Remote work opportunities outside of country.
• Company gratuity scheme.
• Discretionary bonus program.
• Relocation assistance.
• Employee Wellbeing Program: 24/7 access to specialists in finance, legal matters, family care, personal health, fitness, and nutrition.

About AtkinsRéalis

We're AtkinsRéalis, a world-class engineering services and nuclear organization. We connect people, data and technology to transform the world's infrastructure and energy systems. Together, with our industry partners and clients, and our global team of consultants, designers, engineers and project managers, we can change the world. We're committed to leading our clients across our various end markets to engineer a better future for our planet and its people. Find out more.

Worker Type Employee Job Type Regular At AtkinsRéalis, we seek to hire individuals with diverse characteristics, backgrounds and perspectives. We strongly believe that world-class talent makes no distinctions based on gender, ethnic or national origin, sexual identity and orientation, age, religion or disability, but enriches itself through these differences. Created by the integration of long-standing organizations dating back to 1911, AtkinsRéalis is a world-class engineering services and nuclear company dedicated to engineering a better future for our planet and its people. We create sustainable solutions that connect people, data and technology to transform the world's infrastructure and energy systems. We deploy global capabilities locally to our clients and deliver unique end-to-end services across the whole life cycle of an asset including consulting, advisory & environmental services, intelligent networks & cybersecurity, design & engineering, procurement, project & construction management, operations & maintenance, decommissioning and capital. The breadth and depth of our capabilities are delivered to clients in strategic sectors such as Engineering Services, Nuclear and Capital.

News and information are available at Atkinsrealis or follow us on LinkedIn.