Lead Support Analyst I (Workday/ ServiceNow Support)

AtkinsRéalis Group; Bengaluru; Hybrid; INR 2,500,000 - 4,200,000; Full time

Benefits offered by this job

Comprehensive life insurance coverage

Premium medical insurance for you and

Generous annual leave balance

Flexible and hybrid work solutions

Remote work opportunities outside of国

Company gratuity scheme

Discretionary bonus program

Relocation assistance

Employee Wellbeing Program: 24/7

Job summary

AtkinsRéalis Group seeks an HR Systems Operations Lead to steer the end-to-end delivery of Workday, ServiceNow HR/ITSM, and related HR applications. You will own governance, escalation processes, and continuous improvement while coordinating with HR, IT, and business stakeholders across regions.

The role requires 8+ years in enterprise apps support, 3+ years in leadership, and strong ITIL knowledge, with certifications in Workday/ServiceNow being preferred. Hybrid work options are available.

Qualifications

• Bachelor's degree in information technology or related field.
• 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.

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), 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.

Skills

Leadership

Workday

ServiceNow

ITIL

Vendor management

Global teams

SLA management

Audits & security

Education

Bachelor's degree in information technology or computer science

Tools

ServiceNow

Workday

HRIS

Automation tools

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

Roles 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), 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

Explore the rewards and benefits that help you thrive - at every stage of your life and your career.

This includes:

• 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 AtkinsRalis

We're , 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.

Worker Type Employee Job Type Regular

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.