4M India-TC - Managed Services

About the Role

We are looking for a ServiceNow Managed Services Technical Consultant to join our offshore delivery organization in India. In this ticket-driven, customer-facing role, you will support global customers by handling incidents, service requests, problems, and minor enhancements through structured managed services workflows. You will work closely with customers, onshore Service Delivery Managers, and internal teams to ensure reliable, high-quality ServiceNow platform operations, meet SLAs, and drive continuous service improvement. Flexibility to support an optional on-call and rotational shift model (24x7) may be required for specific engagements. Participation is selective and compensated separately as per defined support policies.

What Will You Do?

As a Managed Services Technical Consultant, you will take ownership of ServiceNow tickets end-to-end, ensuring timely resolution, proactive communication, and consistent service quality. You will play a key role in maintaining platform stability and customer satisfaction.

Key Responsibilities

Managed Services and Operational Delivery

• Handle incidents, service requests, problems, and minor enhancements on the ServiceNow platform.
• Own tickets end-to-end, from analysis and resolution to closure and documentation.
• Ensure adherence to SLAs, OLAs, and priority models.
• Actively monitor queues and proactively pick up tickets.
• Provide clear, customer-ready troubleshooting updates in tickets.
• Participate in rotational shifts covering global time zones.
• Participate in weekday and weekend on-call support, on a rotational basis.
• Perform customer platform upgrades

Technical Delivery & Platform Support

• Configure and support ServiceNow modules including:
• ITSM (mandatory)
• ITOM, ITAM, CMDB / CSDM, HRSD, IRM, SecOps (as applicable)
• Perform configuration and development tasks such as:
• Business Rules, Client Scripts, UI Policies
• Flows and Workflow Designer
• Script Includes and integrations
• Support data imports, minor upgrades, patches, and platform maintenance.
• Perform root cause analysis for recurring issues and contribute to permanent fixes.

Customer & Stakeholder Interaction

• Act as a customer-facing consultant, communicating clearly and professionally.
• Provide regular status updates and manage customer expectations.
• Participate in customer calls for ticket discussions, escalations, and service reviews.
• Contribute to improved CSAT and NPS outcomes.

Quality, Knowledge & Continuous Improvement

• Maintain high standards of ticket hygiene and documentation.
• Create and maintain knowledge articles and reusable solutions.
• Identify automation opportunities to reduce manual effort and ticket volumes.
• Support continuous service improvement initiatives.

Collaboration & Team Contribution

• Work closely with onshore delivery leads and global teams.
• Support junior team members through guidance and knowledge sharing.
• Adhere to delivery standards, security, and compliance requirements.
• Contribute to a positive, collaborative team culture.

What We Ask

• Bachelor’s degree in Engineering, Computer Science, or a related field.
• 1 to 8 years of experience in a ServiceNow managed services or support environment.
• Strong experience in a ticket-based, customer-facing role.
• Solid understanding of ITIL processes and managed services operations.
• Hands-on experience with ServiceNow ITSM (mandatory).
• Experience working with SLAs, priorities, and queue-based support models.
• ServiceNow CIS certifications are a strong advantage.
• Willingness to work in rotational shifts and weekday/weekend on-call schedules.
• Fluent in English with strong written and verbal communication skills.
• Proactive, dependable, and accountable for outcomes.

What Makes You Successful in This Role

• You take full ownership of tickets until resolution.
• You communicate proactively, especially during incidents and escalations.
• You are flexible and dependable in a managed services environment.
• You focus on long-term stability, not just quick fixes.
• You thrive in a structured, SLA-driven support model.