Roles & Responsibilities
Platform Operations
You will contribute to the reliable and secure operation of the ServiceNow platform by:
Performing instance cloning, including preparation, execution, and post‑clone checks in alignment with defined procedures.
Executing patching activities based on the release and maintenance schedule, including basic validation.
Applying and testing plugin updates in coordination with developers and architects to ensure compatibility and minimize disruption.
Supporting technical onboarding and offboarding of current and leaving team members while following established work instructions and standards.
Monitoring & Reporting
You will help create transparency about the health and performance of the platform:
Monitor and report performance of the ServiceNow instances using defined dashboards and tools, escalating issues as necessary.
Monitor and report system health, including scheduled jobs, interfaces and error logs, and initiate follow‑up actions or escalations.
Monitor and report HI cases with ServiceNow Support, tracking status,



documenting progress, and informing team members.
Prepare standard reports and dashboards for performance, health, and support activities to support platform owners.
Operational & Second‑Level Ticket Support
You will play a key role in ensuring tickets are processed efficiently and correctly:
Route tickets to the responsible product teams based on content, scope, and impact.
Solve tickets based on work instructions, knowledge articles, and standard operating procedures as part of second‑level support.
Collaborate with Architects, Developers, and Product Owners to clarify issues and support timely incident and request resolution.
Categorize tickets correctly to improve reporting quality and support process optimization and continuous improvement initiatives.
Provide ticket reports and basic analysis for team members and management, helping to identify trends, recurring issues, and areas for improvement.

Educ

📌 It Analyst Bengaluru
🏢 Zeiss India
📍 Bengaluru