Job Title:  Analyst | ITSM (IT Service Management) | Bengaluru | ServiceNow

Deloitte.

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Analyst | ITSM (IT Service Management) | Bengaluru | ServiceNow

·       Job requisition ID: 105154

·       Location: Bengaluru

·       Entity: Deloitte Touche Tohmatsu India LLP

The team

Enterprise technology must do much more than keep the wheels turning; it is the engine that drives functional excellence and the enabler of innovation and long-term growth. Learn more about ET&P

Your work profile

·      Support the implementation, customization, and enhancement of ServiceNow ITSM solutions across enterprise environments.

·      Configure and customize ITSM modules including Incident, Problem, Change, Request, Knowledge Management, Service Catalog, and Virtual Agent.

·      Collaborate with business stakeholders, process owners, and technical teams to gather requirements and design scalable ServiceNow solutions.

·      Design and develop workflows, Flow Designer automations, business rules, client scripts, UI policies, and reusable platform components.

·      Develop and maintain custom applications and scoped applications using ServiceNow App Engine.

·      Support the implementation of advanced reports, dashboards, KPIs, and ServiceNow Performance Analytics solutions for operational and executive reporting.

·      Develop and maintain integrations with third-party enterprise tools using REST APIs, SOAP web services, MID Server, and IntegrationHub.

·      Troubleshoot production issues, perform root cause analysis, and implement defect fixes and platform enhancements.

·      Support UAT planning and execution by validating test scenarios, expected outcomes, and deployment readiness.

Key skills required

·      2-3 years of hands-on experience as a ServiceNow Consultant/Developer with strong expertise in ITSM implementations.

·      Strong experience in ITSM modules including Incident, Problem, Change, Request Management, Knowledge Management, and Service Catalog.

·      Must have hands-on experience in developing custom applications and scoped applications using App Engine.

·      Must have experience in developing Performance Analytics dashboards, KPIs, scorecards, and trend reporting solutions.

·      Proficiency in JavaScript, Glide scripting, Script Includes, Business Rules, Client Scripts, UI Policies, Flow Designer, and Service Portal/UI Builder.

·      Experience in designing integrations using REST APIs, SOAP web services, Integration Hub, and third-party enterprise applications.

·      Strong proficiency in JavaScript, Glide API, and ServiceNow scripting.

·      Experience working with REST/SOAP integrations, IntegrationHub, and MID Server.

·      Exposure to ServiceNow reporting, dashboards, and SLA management.

·      Experience with Agile delivery methods and tools such as Jira and Confluence.

·      Strong analytical, troubleshooting, and stakeholder communication skills.

·      Experience supporting UAT, defect management, and production releases.

·      Preferred certifications: CSA, CAD, CIS-ITSM.

You bring you

That's all we ask. And in return, we'll create an enabling and respectful environment. That includes reasonable accommodation for Fate unique needs.

Your bold odyssey starts here 

Our story starts with your success: Experience excellence in an environment that is meritorious, respectful, collaborative, and empowering. One that is a catalyst of 360-degree happiness for you and your loved ones.

Get right skilled for tomorrow: Get equipped to fuel transformative change and be the best in the industry. Don't just learn new skills, but be the engine of innovation, with clutter-breaking solutions and practices.

Power the nation's growth story: We're Indian-owned and led and working towards India's future. Our team spans and creates impact for the country, well beyond its urban centers. We move ahead along with the communities in which we operate, thereby giving you a profession with a strong sense of purpose.