{"id":736019,"url":"https://alion.io/job/atkinsrealis-lead-support-analyst-i","title":"Lead Support Analyst I","company":{"id":8926,"name":"AtkinsRéalis","domain":"atkinsrealis.com","url":"https://alion.io/company/atkinsrealis","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":86,"open_postings":416,"ghost_share":0.002,"stale_share":0.567,"repost_share":0.007,"time_to_fill_p50_days":44,"computed_at":"2026-10-27T05:46:45Z"}},"role":"Support","role_family":"Support","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-09-11T11:05:23Z","employer_posted_date":"2026-09-11","last_verified_at":"2026-10-27T09:55:53Z","board_verified":true,"closed_at":null,"days_open":45,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":45},"description":"Job Description\nOverview\nThe HR Systems & ServiceNow Operations Lead is responsible for the operational leadership, governance, support, workforce management, and continuous improvement of the organization's HR technology ecosystem, including Workday, ServiceNow HR workflows, and associated HR applications and integrations. The role ensures stable, secure, compliant, and efficient service delivery while leading a global operations team and partnering closely with HR, IT, vendors, and business stakeholders. The role also supports the organization's strategy to align HR and ServiceNow service delivery under a unified operational model.\nYour Role\nRoles & Responsibilities\nLead Operational Service Delivery for Workday, HR applications, ServiceNow HR and ITSM modules, and related platforms, ensuring service availability, performance, and SLA compliance.\nManage Global Support Teams including workforce planning, resource allocation, performance management, cross-training, and capability development\nOwn Rostering and Shift Management, including support schedules, on-call rotations, leave planning, handovers, and support coverage across multiple regions and time zones.\nOversee Workday and HR Application Operations, including production support, releases, issue resolution, governance, and continuous improvement initiatives.\nLead ServiceNow Operations for HR and ITSM Service Delivery, workflows, service requests, knowledge management, platform upgrades, and service optimization.\nManage Integrations and Automation between Workday, ServiceNow, and other enterprise systems, driving efficiency through process automation and workflow improvements.\nEnsure Governance, Security, and Compliance by managing audits, User Access Reviews (UAR), Segregation of Duties (SoD), operational controls, and remediation activities.\nManage Vendors and Stakeholders, acting as the primary point of contact between HR, IT, business leaders, and service providers while ensuring delivery against agreed service commitments.\nDrive Continuous Improvement and Innovation through standardization, knowledge management, operational excellence, AI adoption, and automation initiatives.\nProvide Operational Governance and Reporting, including KPI management, service performance reviews, risk management, capacity planning, and strategic roadmap execution.\nAbout You\nEssential\nBachelor’s degree in information technology, Computer Science, or related discipline.\n8+ years of experience supporting enterprise applications, including HR systems and Service Management platforms.\n3+ years of leadership experience managing application support or operations teams.\nExperience with Workday, ServiceNow, or comparable SaaS enterprise platforms.\nStrong understanding of ITIL practices, service operations, incident management, change management, and problem management.\nExperience managing vendors and global support teams.\nPreferred\nWorkday certification(s).\nServiceNow Administrator or HR Service Delivery certification.\nITIL Foundation or higher certification.\nExperience with HR processes, integrations, and automation platforms.\nExperience supporting global organizations with multi-region operations.\nRewards & Benefits\nExplore the rewards and benefits that help you thrive - at every stage of your life and your career.\nThis includes:\nComprehensive life insurance coverage.\nPremium medical insurance for you and your dependents.\nGenerous annual leave balance.\nFlexible and hybrid work solutions.\nRemote work opportunities outside of country.\nCompany gratuity scheme.\nDiscretionary bonus program.\nRelocation assistance.\nEmployee Wellbeing Program: 24/7 access to specialists in finance, legal matters, family care, personal health, fitness, and nutrition.\nSeize every opportunity to sharpen your skills, expand your expertise, and be recognized for the impact you make.\nAbout AtkinsRéalis\nWe're AtkinsRéalis, a world-class engineering services and nuclear organization. We connect people, data and technology to transform the world's infrastructure and energy systems. Together, with our industry partners and clients, and our global team of consultants, designers, engineers and project managers, we can change the world. We're committed to leading our clients across our various end markets to engineer a better future for our planet and its people.\nFind out more.\nWorker Type\nEmployeeJob Type\nRegularAt AtkinsRéalis, we seek to hire individuals with diverse characteristics, backgrounds and perspectives. 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