Senior Analyst, Application Support

Accountabilities: Manage and support the ServiceNow HRSD platform , including day-to-day administration, configuration, maintenance, troubleshooting, and production support across core HR service management capabilities.

Maintain platform health and stability by analyzing incidents, identifying root causes, resolving operational issues, monitoring performance, and providing on-call support when required.

Configure and enhance ServiceNow capabilities , including Employee Center, Case, Knowledge, Tasks, Reports, Portals, Agent Workspace, Virtual Agent, workflows, access controls, and related functionality.

Deliver minor enhancements and development requests , translating customer and business requirements into technical specifications, implementation plans, test cases, and production-ready solutions.

Support system integrations and data flows , working with legacy and third-party applications to investigate integration failures, large data imports or extractions, and downstream impacts.

Coordinate end-to-end incident triage , collaborating with integrating application teams, product teams, vendors, and technical stakeholders to ensure timely resolution within expected service levels.

Support platform releases, upgrades, patches, and migrations , assessing risks and dependencies, testing changes thoroughly, and coordinating controlled deployments.

Drive quality assurance activities , including defining testing approaches, developing test cases, validating fixes and enhancements, and monitoring errors and performance.

Manage platform security and access , including users, groups, roles, access control lists, and related security configurations.

Monitor scheduled jobs and dependencies , investigate job failures and alerts, and take corrective action to maintain reliable operations.

Partner with product and business teams to ensure user stories and requirements are clear, actionable, technically feasible, and testable.

Document platform configurations and processes , maintaining technical specifications, architecture and integration documentation, operational procedures, and other support materials.

Act as a ServiceNow subject matter expert , providing technical guidance, consultation, training, and informal mentoring to colleagues and contributing to project teams when needed.

Continuously improve platform capabilities , identifying opportunities to enhance application performance, stability, automation, usability, and operational efficiency.

Requirements:

Bachelor’s degree from an accredited institution in a relevant discipline, or a high school diploma/GED combined with at least four years of relevant professional experience.

At least 8 years of professional experience , with substantial experience supporting and developing enterprise applications.

Strong ServiceNow experience , particularly with HR Service Delivery (HRSD), including platform administration, configuration, troubleshooting, enhancements, and production support.

Hands-on expertise with Employee Center, Virtual Agent, Agent Workspace, workflow design, scripting, ACLs, reporting, system integrations, and ServiceNow portals .

Proven ability to evaluate business and technical requirements , develop implementation approaches, create technical specifications, and support development, testing, and deployment activities.

Experience managing ServiceNow releases, patches, upgrades, migrations, and enhancements , with an understanding of their potential technical and operational impacts.

Strong experience with application integrations, reports, data imports/exports, scheduled jobs, dependencies, and production issue resolution .

Demonstrated ability to perform complex troubleshooting and root-cause analysis , while maintaining a strong focus on application stability, quality, security, and customer experience.

Strong communication and stakeholder-management skills, with the ability to explain technical issues and solutions clearly to technical and non-technical audiences.

Ability to work independently, prioritize competing demands, and deliver high-quality results in a fast-paced environment.

Strong organizational skills, attention to detail, analytical thinking, and a proactive approach to problem-solving.

Willingness to provide after-hours or emergency support when required , including coordination with offshore or global teams.

Ability to provide informal technical leadership, mentor colleagues, and contribute to cross-functional projects.

Benefits:

Remote work opportunity in India , with flexibility to work from home.

Competitive total compensation package designed to support employees across health, financial security, and personal wellbeing.

Medical, dental, and vision coverage .

Life insurance and short-term disability benefits .

Retirement savings support , including an employer-matching 401(k) program where applicable.

Employee stock purchase plan .

Paid vacation, holidays, and personal days .

Opportunities for professional development, continuous learning, and technical growth .

Exposure to a large-scale enterprise technology environment and opportunities to collaborate with global and cross-functional teams .

Opportunities to develop deeper expertise in ServiceNow, HR technology, application support, integrations, and enterprise platforms .

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