About the Opportunity

Job Description

Title                 Senior Technical Analyst - Service Now

Department      Enterprise Infrastructure Services

Location          Gurgaon, Bangalore

Reports To       Sr Mgr Service Now

Level                3

We’re proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this? By working together - and supporting each other - all over the world. So, join our team and feel like you’re part of something bigger.

About your team

Service Now Platform Team is part of Enterprise Techhnology Services (ETS) works along with Enterprise Infrastructure Services (EIS) function. It is a growing team supporting a strategic platform that provides enterprise level solutions for managing and automating IT servies, operations and workflows across a number of departments within our organization. The Platform is widely used and embedded for IT Service Management, but it also growing rapidly to support broad range of other products like HRSD, Employee Centre, Security Operations and Vulnerabily Response Module, as well as business workflow capabilities.  

About your role
As the Senior Technical Analyst - Service Now, you will work closely with the IT Service management team and have right  expertise and innovatative ideas to develop and innovate our Security Operations capabilities for the future. The role involves configuration and customizations, tailoring Service now modules (Incident, Problem, Change, knowledge management and Request Management, ERM, Employee Centre) to meet business specific business needs. You will be writing and maintaining scripts in JavaScript, including business rules, and UI actions to extend functionality and automate processes.This also includes integrating Service now with other systems using integration Hub or custom API’s. Strong understanding of CMDB (Configuration management database) and its role in ITSM is required as well as an ability to design and manage CI (Configuration items) relationship and dependencies.

Skilled in customizing forms, dashboards, and reports you will also help to improve the employee experience with ServiceNow, by helping our Technology support teams to visualize and priortise important work. Ideally you should also have experience with Flow Designer and orchestrations to automate workflows and processes, that will help to drive efficiency across our organization. Implementing cutting-edge features like AI/ML integrations and prededctive analytics would be advantageous, as well as being able to develop custom applications and features.

The role will involve regular BAU (Business As Usual) support during UK/India business hours and will involve 24 x 7 oncall support and weekend working on a rota basis.

About you

Skilled in customizing forms, dashboards, and reports you will also help to improve the employee experience with ServiceNow, by helping our Technology support teams to visualize and priortise important work. Ideally you should also have experience with Flow Designer and orchestrations to automate workflows and processes, that will help to drive efficiency across our organization. Implementing cutting-edge features like AI/ML integrations and prededctive analytics would be advantageous, as well as being able to develop custom applications and features.

The role will involve regular BAU (Business As Usual) support during UK/India business hours and will involve 24 x 7 oncall support and weekend working on a rota basis.

Technical Expertise

• Java Script: Advance JavaScript knowledge, which is essential for writing and troubleshooting scripts within Service now, including:
  • Business Rules : Automating Processes and enforcing data integrity
  • Client Scripts: Managing Client - Side interactions.
  • UI Actions/Polcies: Cusotmizing user interface elements and behaviours
  • Script includes: Creating reusable service - Side code that can be called from other scripts.
• Power Shell/Python: Familarity with PowerShell or Python for writing scripts that automate tasks for facilitate integrations.
• HTML/CSS : Basic knowledge of web technologies, like HTML and CSS for customizing the service now interface.

Feel rewarded

For starters, we’ll offer you a comprehensive benefits package. We’ll value your wellbeing and support your development. And we’ll be as flexible as we can about where and when you work – finding a balance that works for all of us. It’s all part of our commitment to making you feel motivated by the work you do and happy to be part of our team. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.

For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.