ServiceNow Administrator

Mott MacDonald; Bengaluru; On-site; INR 800,000 - 1,200,000; Full time

Benefits offered by this job

Career Mobility

Global collaboration

Knowledge sharing

Job summary

Mott MacDonald is seeking an IT Service Analyst in Bengaluru to be the first point of contact for IT issues across the organisation. The role focuses on fast, intelligent incident resolution and delivering a standout employee experience through timely updates and proactive knowledge management.

Applicants should bring ServiceNow expertise, product ownership experience, and a background in IT service management within a multinational setting.

Qualifications

• Experience in an IT Service Desk or Applications team.
• Strong knowledge of ServiceNow components and licensing/permissions.
• Proactive ownership of products within ServiceNow portfolio.

Responsibilities

• Provide a single point of contact for employees resolving IT issues.
• Deliver timely resolutions with clear, regular communication.
• Update ServiceNow with progress to enable cross-team collaboration.
• continually update knowledge base to reduce resolution times.
• Identify problems from incident patterns and suggest improvements.
• Ensure solutions comply with company standards and governance.
• Own selected ServiceNow products and develop long-term strategies.

Skills

ServiceNow SME

Product ownership

IT Service Desk experience

Change Management

Business Analysis

Project Management

Stakeholder Communication

Education

MCSA or MCSE or Office 365 cert

Business Analysis Diploma

PRINCE2 Foundation

ITIL V4 Foundation

ServiceNow Administrator Certification

Tools

ServiceNow

Microsoft Office 365

Job description

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Mott MacDonald is a global engineering, management, and development consultancy committed to delivering impactful work that shapes the future.

We are a team of over 20,000 experts working across the world in more than 50 countries. We are proud to be part of an ever-changing global industry, delivering transformative work that’s defining our future. It’s our people who power that performance. As an employee-owned business, we invest in creating a space for everyone to feel safe and valued and empowered with the right tools and support.

Whether you want to pursue excellence in your specialism or broaden your experience with flexible roles across our business, you’ll be connected to a community of global experts championing you to be your best. Join us and shape your story with Mott MacDonald, where everyone has the opportunity to be brilliant.

Job Description:

Working asaIT ServiceAnalystyouwill be the first point of contact for all employees seeking to resolve IT issueswithin the platform. Speedy and intelligent resolution of IT incidents is the key to ensuring that Mott MacDonald can deliver on its promises to its clients.

Key duties and responsibilities include:

Provide a single point of contact for our employees and confidence that we are actively addressing their IT issues.

Deliver an outstanding customer experience by focussing on our employees needs and providingtimelyresolutions with clear and regular communication.

Provide clear updates in the IT Service Management Tool (Service Now) to enable us to work seamlessly across teams and time zones to provide a frictionless experience for our employees.

Continually update the knowledge base to reduce resolution times for future incidents.

Identifyproblems through analysing incident patterns and suggest enhancements to continually improve our services.

Understand the critical needs of the business and escalte urgent issues to minimise the impact to the business and employee productivity.

Ensure the IT solutions we delivercomply withMott MacDonald standards,policiesand any regulation; this includes adhering to our internal governance.

Candidate Specification:

Providing product ownership as a subject matter expert for products in the portfolio of services provided by the Productivity Applications Team, with an emphasis on the components of the ServiceNow product.

To take ownership of selected products and services within the ServiceNow portfolio and develop long-term strategies for those services.

Proactively seek out information from the ServiceNow Community to ensure that we are aware of the roadmap for the ServiceNow product suite.

Ensure compliance with Mott MacDonald standards, policies, and regulations. To work effectively with the Change Manager to ensure change does not happen outside of the Change Control process.

In-depth experience of working in an IT Service Desk or Applications team.

Broad knowledge of Productivity Applications, especially ServiceNow components, including but not limited to:

• IT Service Management
• IT Operations Management
• IT Asset Management
• ServiceNow DevOps
• IT Workflows
• Employee Workflows

Experience of IT service management processes

Good experiencein a Productivity Applications team as part of a multinational organisation

Experience of ServiceNow, in particular:

Licensing

Permissions

Experience of ServiceNow modules, in particular:

Task

Problem

Change

Membership of the ServiceNow Community or similar vendor organization

Experience in product or service ownership

Experience in being a subject matter expert for a product or service

Basic Project Management skills

Basic Business Analysis skills

ServiceNow certifications

Formal Education & Certificates

MCSA or MCSE or relevant certification in Microsoft Office 365 is desirable

Business Analysis Diploma or equivalent is desirable

PRINCE 2 Foundation level is desirable

ITIL V4 foundation is desirable

ServiceNow Administrator Certification

Flexible working

At Mott MacDonald, we support our staff to create work-life balance which works for them and welcome candidates looking for career flexibility. We are open to discussing flexible working at interview stage.

Our benefits package is designed to enhance your experience:

• Critical illness and compassionate leave
• Paternity Leave
• Group term life insurance, and Group medical insurance coverage
• Career mobility options
• Short and Long-term global employment opportunities
• Global collaboration and knowledge sharing