Senior Analyst - Service Now [T500-21231]

About H.E. Services:

At H.E. Services vibrant tech Center in Hyderabad, you will have the opportunity to contribute to technology innovation for Holman Automotive, a leading American fleet management and automotive services company. Our goal is to continue investing in people, processes, and facilities to ensure expansion in a way that allows us to support our customers and develop new tech solutions. Holman has come a long way during its first 100 years in business. The automotive markets Holman serves include fleet management and leasing; vehicle fabrication and up fitting; component manufacturing and productivity solutions; powertrain distribution and logistics services; commercial and personal insurance and risk management; and retail automotive sales as one of the largest privately owned dealership groups in the United States.

Join us and be part of a team that's transforming the way Holman operates, creating a more efficient, data-driven, and customer-centric future.

Roles & Responsibilities:

• Supports application software and performs application upgrades following established procedures.
• Provisions for new users and administrator users' access rights to applications/systems.
• Installs application patches following established procedures.
• Troubleshoots, identifies and solves technical problems.
• Interfaces with vendors, developers, and infrastructure teams to ensure timely problem resolution.
• Maintain system/application documentation and operational procedures.
• Monitors and manages application availability, capacity, and performance based on established performance metrics.
• Review all alerts for accuracy and take steps to re-mediate the issue.
• Responsible for troubleshooting and supporting end-user/business team issues connecting to or using applications/systems.
• Responsible for moving changes submitted by developers between Dev, QA, and Production.
• Responsible for testing changes submitted by developers and coordinating business acceptance testing and approval.
• Responsible for DR planning and testing of assigned applications/systems.
• Develops system standards and procedures.
• Develops and distributes application documentation for support and for end-user reference.
• Works with development teams to test and approve modifications to applications.
• Works with out-of-the-box application modules/ tools to develop support for business requests.
• Trains and mentors other team members.
• Troubleshoot and resolve issues related to ServiceNow functionality and performance.
• Collaborate with the ServiceNow Architect to translate business requirements into technical solutions.
• Apply Agile/Scrum methodologies to Development in support of the Solutions Architect.
• Develop and configure custom applications, workflows, business rules, UI policies, and client scripts within ServiceNow.
• Assist in the design and implementation of integrations between ServiceNow and other enterprise systems.
• Support platform planned upgrades, feature releases, patching, and performance optimization.
• Create and maintain end-user documentation, including configuration and custom processes.
• Assist with data migration from other systems as needed.
• Provide recommendations on best practices and efficient use of ServiceNow and other applications to streamline end-user and back-office operations.
• Collaborate and align with departmental leadership and Solutions Analysts to ensure effective prioritization, scoping, and execution of projects and tasks.
• Other ServiceNow-related tasks and projects assigned by management.
• Perform all other duties and special projects as assigned.

Education and/or Training:

• A bachelors degree in computer science or a related field is preferred.

Relevant Work Experience:

• Five + years experience supporting IT Systems/Applications.

Planning / Organizing / Managerial Knowledge:

• Must be able to work in a 24-hour on-call capacity.
• Must be able to work independently, with minimal supervision.
• Moderate knowledge of Windows, Active Directory, and IIS
• Must be capable of logical thinking and stepping methodically through a process for troubleshooting/research
• Knowledge of TCP/IP, HTTP, SMTP, DNS, FTP, and SSL.
• Understanding of network and database technologies (MS SQL, Oracle).
• Proficient in Microsoft Office applications.

Communicating & Influencing Skills:

• Excellent customer service, interpersonal, and organizational skills.
• Must have strong communication skills, both verbal and written.
• Excellent time management and project planning skills.