ServiceNow Analyst

At Alstom, we understand transport networks and what moves people. From high-speed trains, metros, monorails, and trams, to turnkey systems, services, infrastructure, signalling and digital mobility, we offer our diverse customers the broadest portfolio in the industry. Every day, 80,000 colleagues lead the way to greener and smarter mobility worldwide, connecting cities as we reduce carbon and replace cars.

Could you be the full-time ServiceNow Analyst in Bangalore we’re looking for?

INFORMATION SYSTEMS & TECHNOLOGY :

The IS&T organization is composed of multiple departments. This position is based under Head of ServiceNow which is one of the pillar in Process Solution Architecture(PSA) . Process Solution Architecture oversees global architecture of IT solutions (Business Process Solutions) and supports IT4IT soluitons using the platforms like ServiceNow/Power platform/Archival solutions, as well as deploying, maintaining and managing their improvement. . ServiceNow is a cloud-based enterprise platform used by organizations to manage, automate, and improve business processes and digital workflows where HR, SecOps, ITIL, ITBM, CSM processes are implemented.. . Therefore, you will contribute to the develop, implement and maintain various modules within ServiceNow to derive continuous improvement and maintaining the documentation for same. This position is based in Bangalore, however due to the location of all stakeholders, there is the possibility of punctual travels to France and other Alstom sites. You will be integrating an international team and will need to work closely with them. For this, the knowledge of English language is a must.

PURPOSE OF THE ROLE:

OVERALL :

The ServiceNow Specialist will work closely with business and technical stakeholders to understand organizational goals, operational processes, and platform requirements. The role is responsible for translating business requirements into effective ServiceNow solutions, mapping processes to platform capabilities, identifying functional or technical gaps, configuring applications, and coordinating customization requirements.

The ideal candidate should be a techno-functional professional with 3 to 4 years of hands-on ServiceNow experience. The individual should be capable of independently configuring, developing, testing, and supporting ServiceNow applications while maintaining a strong understanding of business processes and platform best practices.

The candidate should understand the end-to-end application development lifecycle, including requirement analysis, solution design, configuration, development, testing, deployment, documentation, support, and continuous improvement.

Responsibilities

As a ServiceNow Specialist, you will be responsible for:

• Understanding business requirements and translating them into scalable and maintainable ServiceNow solutions.
• Mapping business processes to ServiceNow capabilities, identifying functional and technical gaps, and recommending appropriate solutions.
• Configuring and enhancing ServiceNow applications based on approved business and technical requirements.
• Developing workflows, forms, business rules, client scripts, UI policies, notifications, reports, dashboards, and other platform components.
• Implementing process improvements and addressing identified gaps using ServiceNow configuration and development capabilities.
• Working with business stakeholders, process owners, developers, administrators, and support teams throughout the solution lifecycle.
• Preparing functional and technical specifications for requirements that need custom development or integration.
• Developing new ServiceNow applications and enhancing existing applications in accordance with platform standards.
• Supporting ServiceNow integrations with internal and external applications using REST APIs, SOAP web services, IntegrationHub, or other appropriate integration methods.
• Participating in requirement analysis, solution design, development, testing, deployment, documentation, and post-production support.
• Identifying opportunities to automate repetitive tasks, improve user experience, reduce operational complexity, and deliver measurable business value.
• Creating and maintaining reports and dashboards to provide visibility into operational performance and service metrics.
• Troubleshooting platform issues, performing root cause analysis, and implementing sustainable resolutions.
• Supporting platform upgrades, patching activities, release management, and regression testing.
• Ensuring platform consistency, data quality, security, performance, and compliance with established development and governance standards.
• Preparing and maintaining technical documentation, configuration records, test evidence, release notes, and knowledge articles.

Technical Scope

• ServiceNow Platform

• • Hands-on experience with ServiceNow configuration, development, administration, testing, and support.
  • Good understanding of ServiceNow application architecture, tables, forms, lists, relationships, and data models.
  • Experience working with ServiceNow IT Service Management processes, including Incident, Problem, Change, Request, Service Catalog, and Knowledge Management.
  • Experience with Service Catalog items, record producers, order guides, variables, approvals, workflows, and Flow Designer.
  • Knowledge of users, groups, roles, access controls, assignment rules, notifications, SLAs, and data policies.
  • Experience creating reports and dashboards within ServiceNow.

• Development

• • JavaScript
  • Glide APIs
  • Business Rules
  • Client Scripts
  • Script Includes
  • UI Policies and UI Actions
  • Flow Designer and Workflow
  • Scheduled Jobs and Events
  • HTML and CSS fundamentals

• Integration

• • REST APIs and SOAP web services
  • IntegrationHub and spokes
  • Import Sets, Transform Maps, and data imports
  • Integration with enterprise and third-party applications
  • Basic understanding of authentication methods such as OAuth and basic authentication

• Development Lifecycle

• • Requirements analysis and effort estimation
  • Functional and technical solution design
  • Configuration and development
  • Unit testing and defect resolution
  • Support for system integration testing and user acceptance testing
  • Deployment using update sets or applicable deployment mechanisms
  • Release documentation and post-production support

QUALIFICATIONS & SKILLS :

BEHAVIORAL COMPETENCIES :

You are action-oriented person with strong analytical and problem-solving skills. You are a self-starter and result-oriented person. Excellent written, verbal and interpersonal skills are a must because you will need to work autonomously in a worldwide & multicultural environment. You should be agile to handle multiple tasks efficiently, keeping the big picture, and effectively delivering outcomes in a fast-paced environment.

• Technical Competencies and Experience

• • 3 to 4 years of hands-on experience working with the ServiceNow platform.
  • Engineering degree or equivalent educational background, preferably in Information Technology, Computer Science, or a related discipline.
  • Strong experience in ServiceNow configuration and development using JavaScript and ServiceNow APIs.
  • Good understanding of IT service management processes and their implementation within ServiceNow.
  • Experience working with Incident, Problem, Change, Request, Service Catalog, Knowledge, and related ServiceNow processes.
  • Experience developing workflows, flows, forms, scripts, notifications, reports, dashboards, and platform automation.
  • Experience with ServiceNow integrations and data exchange using APIs, Import Sets, and Transform Maps.
  • Ability to analyze business requirements and convert them into functional and technical ServiceNow solutions.
  • Understanding of application lifecycle management, including design, development, testing, deployment, documentation, and support.
  • Experience troubleshooting ServiceNow issues and performing root cause analysis.
  • Ability to follow ServiceNow development standards, security guidelines, and platform governance practices.
  • Strong spoken and written English communication skills.

Ability to work effectively in a global and multicultural environment

Important to note

As a global business, we’re an equal-opportunity employer that celebrates diversity across the 63 countries we operate in. We’re committed to creating an inclusive workplace for everyone.