Support Analyst II

slihrms; Bengaluru; Hybrid; INR 900,000 - 1,500,000; Full time

Benefits offered by this job

Comprehensive life insurance

Premium medical insurance

Generous annual leave

Flexible and hybrid work solutions

Relocation assistance

Discretionary bonus program

Job summary

slihrms is seeking a ServiceNow Support Analyst to deliver L2 support for ITSM and HRSD, ensuring stable service delivery and incident management. You will work with IT, HR, and vendors to optimize workflows and support transformation initiatives.

The role requires 3–5 years of ServiceNow experience, ITIL knowledge, and strong stakeholder management. You will contribute to reporting, governance, and knowledge management while supporting global teams in a hybrid work setup.

Qualifications

• Bachelor's degree in IT, CS or related field.
• 3–5 years of experience supporting ServiceNow platforms.
• Strong ITIL practices and governance knowledge.
• Hands-on experience with ServiceNow ITSM modules and HRSD.

Responsibilities

• Provide Level 2 support for ServiceNow ITSM and HRSD modules.
• Manage incidents, requests, and platform issues within SLAs.
• Perform root cause analysis and problem management activities.
• Monitor platform performance and identify service improvements.
• Maintain knowledge articles and support documentation.
• Support ITSM, HR, and HRSD processes and reporting.

Skills

ITIL practices

ServiceNow knowledge

Analytical skills

Stakeholder management

Education

Bachelor's degree in Information Technology or Computer Science

Tools

ServiceNow ITSM

REST/SOAP APIs

JavaScript

Flow Designer

Integration Hub

Service Catalog development

Job description

Job Description

Overview

The ServiceNow Support Analyst is responsible for providing functional and operational support for the ServiceNow platform, with a focus on IT Service Management (ITSM) and HR Service Delivery (HRSD) modules. The role ensures stable and efficient service delivery, supports business users, manages incidents and requests, participates in platform enhancements, and contributes to continuous improvement initiatives across HR and IT processes.

The analyst will work closely with IT, HR, business stakeholders, vendors, and ServiceNow product teams to maintain platform reliability, optimize workflows, and support strategic transformation initiatives.

Your Role

ServiceNow Platform Support

• Provide Level 2 support for ServiceNow ITSM and HRSD modules.
• Manage and resolve incidents, service requests, and platform issues within agreed SLAs.
• Perform root cause analysis and problem management activities.
• Monitor platform performance and proactively identify service improvement opportunities.
• Maintain knowledge articles and support documentation.

ITSM Process Support

• Support Incident, Request, Problem, Change, Knowledge, CMDB, Asset, and Service Catalog processes.
• Ensure adherence to ITIL best practices and governance standards.
• Support service reporting, KPI monitoring, and operational reviews.
• Assist in service transition and release deployment activities.

HR Service Delivery (HRSD) Support

• Support HR case management, employee service center workflows, onboarding/offboarding processes, and HR knowledge management.
• Maintain HR service catalog items and workflows.
• Collaborate with HR stakeholders to improve employee experience and process efficiency.
• Support HR process automation and self-service initiatives.

Reporting & Analytics

• Create and maintain dashboards and reports.
• Monitor service performance metrics and trends.
• Provide operational reporting to business and IT stakeholders.
• Support audit and compliance reporting requirements.

Stakeholder & Vendor Management

• Engage with business users to understand issues and requirements.
• Coordinate with ServiceNow support partners and vendors.
• Facilitate communication between technical and business teams.
• Provide user guidance, training, and knowledge transfer where required.

About You

• Bachelor's degree in Information Technology, Computer Science, or related discipline.
• 3-5 years of experience supporting ServiceNow platforms.
• Strong understanding of ITIL practices, service operations, incident management, change management, and problem management.
• Hands-on experience with ServiceNow ITSM modules.
• Experience supporting ServiceNow HR Service Delivery (HRSD) modules.
• Experience managing vendors and global support teams.
• Strong analytical and troubleshooting skills.
• Excellent communication and stakeholder management skills.
• ServiceNow System Administrator and/or HR Service Delivery certifications.
• ITIL Foundation or higher certification.
• Experience with ServiceNow integrations using REST/SOAP APIs.
• Knowledge of JavaScript, Flow Designer, Integration Hub, and Service Catalog development.
• 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.
• Seize every opportunity to sharpen your skills, expand your expertise, and be recognized for the impact you make.

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.

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.

Worker Type

Employee

Job Type

Regular