16 Request Management Jobs

You have a great opportunity as a ServiceNow App Engine Lead with 7+ years of experience where your relevant experience should be 5+ years. This is a 12-month contract position and we are looking for immediate joiners. The location for this role can be in Noida, Pune, Bangalore, Chennai, Hyderabad, Thiruvananthapuram, Coimbatore, Mysore, Bhubaneshwar, Chandigarh, Gurugram, Jaipur, Mangalore, Nagpur, or Indore. As a ServiceNow App Engine Lead, you should have expertise in scoped applications and moving applications through versions. Your responsibilities will include handling complex customizations such as script includes, SLAs, notifications, inbound actions, and database views. You must possess solid ServiceNow scripting credentials and experience with UI pages would be a bonus. The mandatory/desired skills for this role include being a ServiceNow Senior Developer with expertise in Request Management & App Engine squad. If you meet these requirements and are ready to take on this challenging role, we would love to hear from you.,

The Digital Support Engineer role is designed to enhance the efficiency, responsiveness, and quality of IT support services by leveraging digital technologies. With a strong understanding of IT service management, this position aims to streamline service desk operations, improve incident management, and provide innovative solutions that support the overall IT strategy. Responsibilities And Accountabilities Service Desk Automation: Design and implement automation solutions to streamline service desk processes and improve efficiency. Incident Management: Develop tools and systems to enhance incident tracking, resolution, and reporting. Major Incident Management: Deep-dive into major incident management to identify root-cause analysis for outages and how to prevent in the future. Integration: Integrate digital solutions with existing ITSM platforms (e.g., ServiceNow) to ensure seamless operation. Data Analytics: Analyze service desk data to identify trends, insights, and opportunities for improvement. Collaboration: Work closely with other digital engineers, IT teams, and other stakeholders to understand needs and develop appropriate solutions. Testing and Quality Assurance: Conduct testing and quality assurance to ensure digital solutions meet performance and reliability standards. Documentation: Maintain comprehensive documentation of digital solutions, including design specifications, user guides, and technical manuals. Support and Maintenance: Provide ongoing support and maintenance for digital solutions, addressing any issues or bugs that arise. Technical Support Provide a deep level of technical support to end-users via different omni-channel experiences such as phone, email, text, and chat. Troubleshoot and resolve hardware, software, and network issues. Assist with user account management, including password resets and access permissions. Perform routine system maintenance and updates. Monitor system alerts and proactively address potential issues. Assist in the deployment and configuration of new hardware and software. Incident and Request Management Log and track all incidents and service requests in the ticketing system, including thorough documentation for all troubleshooting steps performed. Escalate complex issues to higher-level support teams as necessary. Ensure timely resolution of issues to meet service level agreements (SLAs). Documentation and Reporting Maintain and update documentation for common issues and solutions. Generate and analyze reports on service desk performance and metrics. Customer Service Provide excellent customer service and maintain high levels of user satisfaction. Provide training and guidance to end-users on IT best practices and tools. Collaboration and Continuous Improvement Collaborate with other IT teams to ensure seamless support and service delivery. Participate in continuous improvement initiatives to enhance service desk processes. Participate in IT projects and initiatives as needed. Compliance and Asset Management Conduct regular audits of IT assets and inventory management. Ensure compliance with IT policies and procedures. Contribute to the development and implementation of disaster recovery plans. Professional Development Stay updated with the latest technology trends and advancements. Required Qualifications High school diploma or equivalent experience. Minimum of 5 years of experience in a technical support or service desk role. Strong knowledge of IT service management (ITSM) frameworks, such as ITIL. Strong knowledge of IT asset management (ITAM). Excellent customer service and relationship management skills. Demonstrates initiative and flexibility. Proficiency in incident, problem, and service request management. Excellent communication and interpersonal skills. Ability to diagnose and resolve technical issues efficiently. Ability to work under pressure and manage multiple tasks effectively. Accustomed to operating in a KPI driven environment. Preferred Qualifications Associates or bachelor's degree in Information Technology, Computer Science, or a related field. More than 5 years of experience in a technical support or service desk role. Advanced knowledge of network protocols, cybersecurity principles, and cloud services. Proven ability to handle high-pressure situations and manage multiple tasks simultaneously. Previous experience of working in a cGMP environment. Knowledge of Digital Experience (DEX) solutions and how to leverage them to identify root-cause analysis. Experience with service management tools (e.g., ServiceNow). Familiarity with Microsoft products (e.g., Teams, OneDrive, M365, Server Operating systems, Azure, InTune, AutoPilot, etc). Knowledge of machine learning and artificial intelligence. Additional certifications as CompTIA A+, ITIL Foundations (or higher), etc. Working Environment Astellas Global Capability Centres Overview Astellas Global Capability Centres (GCCs) are strategically located sites that give Astellas the ability to access talent across various functions in the value chain and to co-locate core capabilities that are currently dispersed. Our three GCCs are located in India, Poland, and Mexico. The GCCs will enhance our operational efficiency, resilience, and innovation potential, enabling a timely response to changing business demands. Our GCCs are an integral part of Astellas, guided by our shared values and behaviors, and are critical enablers of the company's strategic priorities, sustainable growth, and commitment to turn innovative science into VALUE for patients. Astellas is committed to equality of opportunity in all aspects of employment. EOE including Disability/Protected Veterans.,

This role is central to managing service operations across all regions for AMC-based IT services involving CCTV systems, Wi-Fi devices, printers, scanners, servers, LAN, and networking equipment. The ideal candidate will track and report on service. Required Candidate profile Graduate in Computer Science, IT, Electronics, or related field 5- 10 years of experience in service coordination or IT operations support Experience with AMC management is preferred

As a Cloud Solution Architect at McCain Foods(India) P Ltd in Gurgaon, you will play a crucial role in driving the success of the IT Architecture program. Your primary responsibilities will involve utilizing your design expertise and consultative approach to collaborate with stakeholders, understand their technical requirements, and design and document tailored solutions. Your deep experience in defining Infrastructure solutions including Design, Architecture, and Solution Building blocks will be instrumental in accurately sizing work efforts and determining the necessary skills and resources for projects. In this role, you will serve as a Cloud Infrastructure Architect, working closely with various teams such as product teams, platform teams, and application teams to facilitate the successful adoption of cloud infrastructure and platform services. Your involvement in design and implementation activities will contribute to the development of new or improved cloud-related capabilities. It will be essential for you to bring your skills and expertise in areas such as cloud technical architecture, automating cloud management tasks, provisioning, configuration management, and other aspects related to optimizing cloud solutions. Your success as a cloud infrastructure architect will be measured by your ability to embrace infrastructure-as-code (IaC), DevOps, Agile ways of working, and automation approaches. You will collaborate with customer teams and work on cloud infrastructure platform capabilities that span multiple teams. Strong communication, time management, and process skills will be crucial, as you will work closely with other architects, product/platform teams, software developers, Cloud Engineers, site reliability engineers (SREs), security, and network specialists. Key responsibilities of your role will include providing expert knowledge on cloud infrastructure and platforms solutions architecture, defining cloud infrastructure landing zones, regional subscriptions, and Availability Zone, working on cloud migration projects, designing, building, delivering, and maintaining infrastructure solutions, researching and prototyping new tools and technologies, improving reliability, scalability, and efficiency, and actively participating in planning and optimization activities. Your role will also involve establishing FinOps Practices such as Cloud Cost management, Scale up/down, and Environment creation/deletion based on consumption, working closely with security specialists to design and implement security controls, and ensuring that engineering activities align with security configuration guidance. McCain Foods is committed to maintaining a diverse, antiracist, inclusive, merit-based, and equitable workplace. As an equal opportunity employer, McCain values diversity and recognizes that it drives creativity, resilience, and success. If you require any accommodations during the recruitment process, McCain is an accessible employer and is willing to work with you to meet your needs. Your privacy is important, and any personal data or information submitted will be handled in accordance with the Global Employee Privacy Policy.,

You will be working as a Desktop Engineering WSUS in Mumbai/Pune with a hybrid work mode. As a professional with 8+ years of experience, you will be hired on a contract-to-hire basis with an immediate joining requirement. Your primary responsibility will be to learn and understand the customer-designed ITSM processes, including Incident, Problem, Change, Knowledge, and Request Management. You will be expected to have a strong hands-on experience in installing and configuring WSUS in an AD environment. Additionally, you will be responsible for patching Wintel servers using WSUS servers. You will play a crucial role in conducting end-to-end ServiceNow testing of transformed Customer ITSM processes in various environments like SIT, UAT, and Production. Your tasks will include documenting technical testing and end-user UAT testing scenarios, along with creating UAT testing scenarios for automated testing frameworks (ATF). In case of any failed UAT test scenarios, you will be required to troubleshoot, triage, and document any defects uncovered. Furthermore, you will be responsible for testing defects stories in SIT, conducting application and implemented business process demonstrations and trainings for end-users and stakeholders. You will also conduct live and recorded interactive training sessions for audiences of different sizes, along with creating procedures and training material for end-users. Your role will also involve performing post-migration hypercare for end-users and addressing any other ITSM business analyst process needs identified by management.,

NTT DATA is looking for a Helpdesk Associate - L2 technical guidance to join the team in Noida, Uttar Pradesh (IN-UP), India. The ideal candidate should have a minimum of 2-3 years of relevant experience in a technical support role, with at least 12 months on the current grade. Knowledge of Operating Systems such as Windows 7 & 10, identifying and troubleshooting issues related to System Configuration, Software & COTS applications, MS Office suite, and Skype for business is required. Additionally, a fair understanding of ITIL practices in Incident Management, Request Management & Problem Management is preferred. As a Helpdesk Associate, your responsibilities will include performing diagnostics, resolving problems, and implementing corrective actions for end users who have been unsuccessful working under the direction of the Level 1 Customer Service Desk. You will be responsible for resolving Incidents and Problems associated with End User Devices and End User Software, providing break/fix support, advice, and assistance to Authorized Users. This role also involves contacting end users via phone to schedule remote session calls and coordinating with onsite assistance if required. You will work closely with Level 2 and 3 Support staff and onsite vendors to resolve Problems and Service Requests. Updating the ITSM Tool fields upon successful resolution of Incidents, utilizing remote tools for remote takeover sessions, and managing and updating desktop system Software are key aspects of this role. Furthermore, you will escalate repeat issues to the appropriate service organization to drive resolution and root cause analysis. NTT DATA is a trusted global innovator of business and technology services, serving 75% of the Fortune Global 100. With a commitment to helping clients innovate, optimize, and transform for long-term success, NTT DATA has diverse experts in more than 50 countries and a robust partner ecosystem. The services provided by NTT DATA include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation, and management of applications, infrastructure, and connectivity. As a leading provider of digital and AI infrastructure, NTT DATA is dedicated to supporting organizations and society in confidently moving into the digital future.,

As a Senior Openshift Admin at Aerial Telecom Solutions Private Limited in Noida, your primary responsibility will be to handle day-to-day tasks associated with Openshift administration. This includes ensuring system stability, monitoring performance, troubleshooting issues, and collaborating with cross-functional teams to provide IT solutions. Your duties will also involve maintaining and updating the inventory, raising requests for port openings related to the Openshift cluster, addressing tickets related to CPU/Memory/Disk utilization, and updating nodes on CMDB and inventory tools. Additionally, you will be responsible for escalating pending hardware issues to vendors, performing firmware and BIOS upgrades on hardware, monitoring etcd backups, monitoring health check reports, managing service tickets on ServiceNow, and raising change requests for Openshift infra-related changes. You will also be involved in the initial analysis of issues by reviewing logs, monitoring Grafana dashboards, summarizing resource allocation and utilization, adjusting monitoring parameters when a node is removed from the cluster for maintenance, and creating and standardizing SOPs. This role requires a proactive approach, strong problem-solving skills, the ability to work in a fast-paced environment, and effective communication with various stakeholders within the organization. Your contribution will be crucial in ensuring the smooth operation of Openshift infrastructure and supporting the overall IT solutions at Aerial Telecom Solutions.,

As a skilled and visionary Technical Manager specializing in Backup & Disaster Recovery (DR), you will be responsible for leading and modernizing the global data protection strategy at Siemens Healthineers. Your role will be crucial in ensuring the safeguarding of Healthineers data assets against ransomware threats, enhancing cyber resiliency, and implementing cutting-edge DR solutions across cloud and on-premise environments. You will drive the unification and standardization of backup solutions company-wide, while also overseeing IT service operations such as incident, request, change, knowledge management, and problem management. Your key tasks and responsibilities will include: - Leading the design, implementation, and lifecycle management of a unified backup and DR platform across all Siemens Healthineers locations. - Evaluating and integrating emerging technologies and industry trends such as immutable backups, cloud-native DR, BaaS, and DRaaS. - Migrating disparate backup solutions to a single enterprise-grade solution, leveraging technologies like Commvault. - Designing and enforcing backup strategies that defend against ransomware and other advanced threats. - Implementing modern cyber-resilient features including immutable backups, air-gap protection, forensic clean rooms, and automated anomaly detection and alerting. - Defining and ensuring alignment with business continuity strategies, recovery point objectives (RPO), and recovery time objectives (RTO). - Automating and conducting regular DR drills and post-mortem analyses to validate recovery readiness. - Leading and managing ITSM processes including incident, request, change, and problem management across backup and DR services. - Ensuring high availability and SLA compliance for backup/DR operations through proactive monitoring and reporting. - Driving continuous improvement initiatives in service delivery aligned with ITIL best practices. - Overseeing the budgeting, cost tracking, and optimization of backup and DR services. - Supporting business case development for tool consolidation and infrastructure investment. - Leading a global or distributed team of engineers and specialists, developing staff through coaching, training, and performance management to foster a culture of accountability, innovation, and service excellence. Qualifications required for this role include: - Bachelor's degree in Computer Science, Information Systems, or related discipline (Master's preferred). - 12+ years of experience in IT infrastructure roles, with 4+ years in a technical management or leadership position. - Experience with on-premises and cloud-native backup and recovery technologies. - Experience with Disaster Recovery solutions for both cloud (e.g., Azure, AWS) and on-premise environments. - Strong background in protecting data against ransomware and enhancing cyber resiliency. - Solid understanding of ITSM frameworks, preferably ITIL v4 certified. - Experience in managing global backup/DR migrations and solution unification projects. In terms of technical skills, you will need: - Experience in managing and designing Commvault-based backup environments. - Experience with on-premises and cloud-native backup/DR and recovery tools such as Commvault, Cohesity, Azure Backup, VMWare Site Recovery Manager, and Azure Site Recovery. - Experience implementing immutable backups, anomaly detection, and recovery solutions to withstand ransomware attacks. - Practical knowledge of configuring logical/physical air-gap architectures and immutable storage. - Experience backing up VMs, physical servers, databases, and integrating with platforms like VMware, Hyper-V, and SAN/NAS. - Proven ability to design, implement, and test DR strategies for both on-premise and cloud infrastructures. - Knowledge of regulatory requirements (e.g., GDPR, HIPAA) and ensuring backup solutions meet compliance and audit standards. - Experience with enterprise ITSM platforms like ServiceNow. - Strong communication and stakeholder management skills across business and technical teams. Siemens Healthineers values individuals who dedicate their energy and passion to a greater cause. As part of our global team, you will have the opportunity to innovate for healthcare, building on our legacy of pioneering ideas. We encourage ownership of work to support personal and professional growth in a flexible and dynamic environment.,

NTT DATA is looking for an ITIL Account Service Operations Sr Analyst to join the team in Bangalore, Karnataka (IN-KA), India. As a Sr Analyst, you will be responsible for overseeing, facilitating, and administering ITIL based service support and technical account management on a 24x7 basis. Your role will involve coordinating incident ownership and client account management, as well as managing service delivery processes such as incident management, problem management, request management, change management, service level management, and configuration management. You will be expected to handle resource coordination, client management, dispute and technical resolution management, and communications at various levels during services engagements from tactical to strategic. NTT DATA is a global innovator of business and technology services, serving 75% of the Fortune Global 100. We are dedicated to helping clients innovate, optimize, and transform for long-term success. As a part of the NTT Group, we invest over $3.6 billion each year in R&D to support organizations and society in moving confidently and sustainably into the digital future. If you are an exceptional, innovative, and passionate individual looking to be part of an inclusive and forward-thinking organization, apply now to join our team and be a part of our diverse global network. Visit us at us.nttdata.com to learn more about our services and commitment to helping clients succeed.,

Senior ServiceNow Developer with 8–10 yrs exp. Skilled in catalog dev, flows, scripts, ACLs, portal structure, ITSM modules, and integrations (Azure AD, CyberArk, Zabbix). Strong in stakeholder management and end-to-end ServiceNow delivery Required Candidate profile ServiceNow development: catalog, record producers, flow designers, UI policies, scripts, business rules, ACLs. Hands-on with ITSM & CMDB. Integration experience with Azure AD, CyberArk, Zabbix.

Senior ServiceNow Developer with 8–10 yrs exp. Skilled in catalog dev, flows, scripts, ACLs, portal structure, ITSM modules, and integrations (Azure AD, CyberArk, Zabbix). Strong in stakeholder management and end-to-end ServiceNow delivery Required Candidate profile ServiceNow development: catalog, record producers, flow designers, UI policies, scripts, business rules, ACLs. Hands-on with ITSM & CMDB. Integration experience with Azure AD, CyberArk, Zabbix.

You should have experience in running operations with ITIL processes and be ITIL certified. Your role will require excellent analytical and troubleshooting skills, as well as strong verbal and written communication abilities. You should also demonstrate creative thinking in implementing service improvements, automation, incident reduction, standard change conversion to service request, and fail change reduction. In this role, you must be willing and flexible to learn new technologies, scale up quickly, and adapt to different roles as the situation demands. You should have practical experience with agile methodologies and tools, as well as experience in writing RFPs, solutions, and presentations during client visits. Additionally, experience with leading geographically separated customers and onshore-offshore teams is preferred. Your key responsibilities will include being a Process Subject Matter Expert, overseeing the entire management of the ITIL SIAM processes, and ensuring that supporting tools are aligned with the processes. You will be responsible for process governance, ensuring SLAs and KPIs are being met, and providing solutioning estimations aligned with the delivery scope of work. As part of your role, you will act as the central point of contact between technical teams, stakeholders, and leadership, providing timely updates. You will establish and communicate the process mission, goals, and objectives to all stakeholders, while documenting and maintaining the process and procedures. You will also be responsible for resolving any cross-functional departmental issues and ensuring proper staffing and training for execution. Furthermore, you will be expected to develop and refine process management procedures to enhance efficiency and effectiveness. Monitoring, measuring, and reporting on the effectiveness of the process to senior management, as well as focusing on Continual Service Improvement (CSI) and collaboration with customer organizations, will be essential. In terms of technical requirements, you should be proficient in ITIL V3, ITIL V4, and SIAM practitioner professional certifications, as well as have expertise in process management and process design reengineering. In addition to the above responsibilities, you will lead a team of 4-5 Process Managers and Consultants. Preferred skills for this role include knowledge in IT architecture, service management, change management, incident and request management, service operation, and SIAM. If you possess the required qualifications and skills, and you are looking for a challenging opportunity in IT operations management with a focus on ITIL processes, this role may be a great fit for you.,

At Tide, we are dedicated to building a business management platform that is tailored to save time and money for small businesses. We offer our members not only business accounts and banking services, but also a wide range of administrative solutions that are interconnected, spanning from invoicing to accounting. Since our launch in 2017, Tide has grown to serve over 1 million small businesses globally, catering to SMEs in the UK, India, and Germany. With our headquarters located in central London, and additional offices in Sofia, Hyderabad, Delhi, Berlin, and Belgrade, we are a team of over 2,000 employees. Tide is committed to continuous growth, constantly exploring new products and markets, and seeking individuals who are passionate and driven to join us in our mission to empower small businesses, helping them save time and money. The Information Technology (IT) team at Tide serves as the backbone of our organization, ensuring the seamless and secure operation of our technology infrastructure. Our mission revolves around empowering employees through the provision of reliable and innovative IT solutions that enhance their efficiency in achieving their goals. We are dedicated to upholding a robust and secure IT infrastructure, proactively addressing technical challenges, and delivering exceptional support to cultivate a digitally driven and collaborative work environment. As the IT Workplace Operations Lead, your role will encompass guaranteeing a seamless, secure, and scalable IT experience for our global and hybrid workforce. This position requires a blend of hands-on technical execution and strategic leadership. You will play a pivotal role in guiding a high-performing team that offers support to our employees across various locations. Your responsibilities will include leading and managing IT operations for both in-office and remote teams, overseeing IT service management processes, mentoring and developing the IT Operations team, managing IT infrastructure and endpoint systems, ensuring seamless employee experience, collaborating with cross-functional teams, driving automation and process efficiency, owning reporting and performance tracking, and ensuring compliance with company policies and security protocols. To excel in this role, you should possess a proven track record of leading IT Operations, experience in implementing ITIL-based processes, expertise in modern IT tools, proficiency in driving automation initiatives, the ability to balance operational demands with strategic improvements, strong communication skills, and a passion for enabling productivity and scalability through strong IT foundations. Tide is an inclusive environment where diversity is celebrated, and everyone's voice is valued. We are united as One Team, working together transparently to achieve our goals. Your personal data will be handled in accordance with Tide's Recruitment Privacy Notice for recruitment purposes.,

Position : ServiceNow Business Analyst Location : Bengaluru Who are we? Krones Digital Solutions India (KDSI) is a subsidiary of the Krones Group and is a part of the Krones.Digital community. The Krones Group, headquartered in Neutraubling, Germany, plans, develops, and manufactures machines and complete lines for the fields of process technology, bottling, and packaging, plus intralogistics and recycling. Every day, millions of bottles, cans and containers are "processed" in Krones lines - in alcoholic and non-alcoholic beverage industries, dairy and liquid food industry as well as in the chemical, pharmaceutical and home & personal care industries. It is quite likely that the bottle of water, cola or juice in your hand is manufactured in one of the Krones lines!! Krones Digital Solutions India is created as of 2023 to be the Technology Competence Centre for Krones, focusing on developing software solutions for the Internal organization as well as for the customers of Krones Global. Who are we looking for? Krones Digital Solutions India (KDSI) is looking for a ServiceNow Business Analyst to work with Krones AG Group entities and partner stakeholders. The Consultant will analyze and document business requirements, design efficient and scalable solutions, including workflows, integrations and customizations and lead the implementation of ServiceNow ITSM modules, with opportunities to drive initiatives across ITOM, SPM, HRSD and other ServiceNow product areas. The role will directly report to Head of ServiceNow, KDSI and will be based in Bangalore. What are you in for? (Roles and responsibilities) Your responsibilities would include but are not limited to the below: - Perform business analysis tasks such as stakeholder interviews, requirement elicitation and documentation of business needs. Consult with sponsors and stakeholders, presenting solution options with pros, cons, and risks and offering strategic insights. Facilitate workshops and customer meetings to gather input, present ideas and guide discussions. Gather and analyze business requirements and create detailed documentation, including process flows, gap analyses and functional specifications. Lead the definition and deployment of future-state processes and ServiceNow solutions aligned with best practices. Design scalable and efficient solutions, including workflows, integrations and customizations across ITSM, ITOM, SPM, HRSD and other ServiceNow modules. Write and refine user stories and acceptance criteria to ensure they are clear, concise and actionable. Conduct user story mapping sessions to visualize and plan product features and enhancements. Collaborate with the ServiceNow CoEI team within the Krones AG Group and other departments to ensure alignment and successful delivery. Work closely with Product Owners to prioritize the backlog and ensure alignment with business goals. Actively participate in Scrum ceremonies, including sprint planning, daily stand-ups, sprint reviews and retrospectives. Maintain strong communication with clients and team members throughout the project lifecycle. Conduct demos, deliver end-user training and provide ongoing support to drive continuous process improvement. Provide mentorship and training to other team members to build internal capabilities. What are we looking for? (Experience/Qualifications/Skillsets/Must-haves) Qualifications: Bachelors degree in engineering/computer science/mathematics/physics or a comparable qualification with 10 - 14 years of total experience and 6 - 8 years of relevant ServiceNow experience. Must haves : Minimum of two ServiceNow project experiences in ITSM, ITOM, or SPM process implementation or support, in the capacity of a Functional Consultant or Business Analyst. ITSM Module Experience Incident Management Problem Management Change Management CMDB Request Management Release Management Asset Management ITOM Module Experience Discovery Service Mapping CMDB/CSDM SPM Module Experience Demand Management Project Management Portfolio Management Financial Planning Resource Planning HRSD Module Experience Case Management Knowledge Management Virtual Agent Skillsets: ServiceNow Expertise: Hands-on experience with ITSM, ITOM, SPM, HRSD modules (any two or more) Business Analysis: Requirement gathering, process mapping, gap analysis, user stories Agile Delivery: Strong understanding of Scrum, backlog management and sprint planning Communication: Clear articulation of technical concepts to business stakeholders Collaboration: Cross-functional teamwork with CoE, developers and product owners Tools: ServiceNow, JIRA, Confluence, MS Office Training & Support: End-user training, documentation and post-go-live support Consulting Mindset: Problem-solving, stakeholder engagement and solution-oriented thinking Certifications: Certified ServiceNow System Administrator (CSA) - Must have

Lead the design, development, and implementation of ServiceNow solutions. Strong HRSD SN experience (OOTB and processes) Expertise with ServiceNow Human Resource Service Delivery application in HR Case management, HR lifecycle events (On-boarding, offboarding etc.), Content Management, Employee Centre Pro. Experience with a full HRSD suite implementation Good to have if experienced with OOTB Workday Spoke integration Experience with GRC Module implementation is preferred Extensive experience creating custom Widget using html, CSS, bootstrap, AngularJS etc Understands the security posture of platform and work towards strengthening the compliance level Collaborate with Business Analysts to translate business requirements into technical solutions. Will be involved in developing and maintaining Processes on the ServiceNow platform and will need excellent knowledge of Service Portal setup Will also be responsible to develop, implement and manage ServiceNow solutions on GRC module Should have knowledge of Agile methodologies. Good to have knowledge on Workspaces. Ensure that quality reviews are complete, and coding standards are met contributing to continual improvement initiatives. Provide technical leadership in the integration of ServiceNow with other enterprise systems. Maintain up-to-date knowledge of ServiceNow features, with a focus on GRC and HRSD capabilities Design and implement ITSM Modules in ServiceNow, including but not limited to Incident Management, Problem Management, Request Management, Change Management, Configuration Management, Service Portal. Experience in Service Now SOAP and REST Integration Ability to recognize potential and actual issues and identify opportunities for improvement in the implementation. Ability to find defects and effectively report them. REQUIRED QUALIFICATIONS: Bachelors degree in computer science, engineering, business, or comparable studies 10-14 years of experience in Software Development. HRSD implementation certificate is must ServiceNow Administrator Certification ServiceNow Developer Certification GRC: Integrated Risk Management (IRM) Implementation certificate (Good to have) 4+ years in a technical leadership role Awareness of software quality, strong analytical and conceptual skills Excellent documentation and communication skills and strong attention to detail required. Demonstrate strong ability to evaluate constraints, risks, and dependencies.

Job Overview As part of our Booking Holdings India team, you will have the opportunity to be a part of the worlds leading provider of online travel, with a mission of making it easier for everyone to experience the world through six-primary consumer facing brands: Booking.com, Priceline, Agoda, KAYAK, OpenTable and Rentalcars.com. We believe that the passion and talent of our people is our strength it is what drives us towards outstanding performance. We offer a dynamic, motivating and sophisticated work environment. We are eager to provide everyone the opportunity to learn, and develop skills in a truly world leading security practice. Our culture is open, innovative and performance orientated. As we are looking to build our IT Support team to drive our strategy, you will be a part of a new and exciting transformation, giving you a unique opportunity to excel and make your impact on the organization. We are looking for a quality focused IT Support Technician who wishes to immerse themselves into the fast-moving dynamics of a successful and rapidly growing company. You will install, setup and troubleshoot all aspects of user desktops, software and phone systems. In your role you will help empower and grow your colleagues to maximize the talent and potential in the whole team. What youll be doing: Provide technical support to employees of Booking Holdings brands face to face and remote through phone, chat and email. Use your initiative and technical knowledge to diagnose any technical support/IT problems on the desktops, laptops and phone system and provide effective resolutions or information to the user. Carry out local onsite maintenance tasks Liaise with local stakeholders upon needs to guarantee the regular running of business operations Proactively provide information and regular communication to users on the progress of outstanding support calls and provide an indication of timescale for resolution. Display knowledge of our internal organization by finding the right person that can assist in solving the issue. Balance and prioritize multiple tasks from different sizes and business importance. Document and contribute to the knowledge base. Prepare computer hardware Provide administrative maintenance on user accounts Engage in interaction to resolve issues together with the team. Contribute to Booking Holdings growth through interviewing, on-boarding, or other recruitment efforts if requested. Hybrid work per policy What youll bring: Primary skills 1 to 3 years of experience including providing first line IT technical support. Bachelors degree or Diploma in a relevant field Advanced troubleshooting experience both on site and remote. Troubleshooting experience and installation knowledge of Microsoft and Apple products and applications. Experience with Laptop hardware troubleshooting in an enterprise environment: both Mac and Windows. Experience with ABM, Jamf, Autopilot, Intune suite for product registration and imaging. Experience with any ticketing system, preferably ServiceNow Experience in L1 support of standalone and network printers. Experience in Google Suite in an enterprise environment: Gmail, Calendar, Drive, Settings, Google Groups Experience in Okta identity, MFA, SSO Understanding of and experience with TCP-IP, LAN, WAN, Internet explorer and/or Chrome browser. Experience in Zoom admin Knowledge of ITSM: Incident management, request management Excellent interpersonal, communication, articulation skills Acceptable English language skills in English (written and verbal). Team player and ability to work independently with limited supervision. Highly disciplined and motivated: a self-starter who is able to both work independently and as a member of the team Motivated and happy to work in a fast paced environment Able to navigate ambiguities and drive for process improvement Constantly demonstrates ownership and proactiveness in seeking to improve and optimize in anything related to their and their teams work. Business Awareness and ability to prioritize decisions in favor of the business. Ability to work in shifts as we scale up to support global employees. Additional preferred CompTia A+ certification ITIL 4.0 Foundation certification Knowledge of Microsoft Office suite Understanding of and experience with Active Directory and Windows Server usage, AD Domains, DNS service, DHCP service. Experience with mobile devices: phones and tablets.