Track Lead - Process Management, ServiceNow

Experience: Not Available to Not Available years

Location: Bangalore, India

Skills: ServiceNow, ITIL, BMC Remedy, CA Service Desk, Avanti, Analytical Skills, Problem-Solving, Leadership, Governance Controls, Workflow Orchestration

Job Summary

– Analyst, ServiceNow Front Door & Workflow Management (Suncorp Integration)

Role Purpose The Analyst is responsible for the ongoing management and optimisation of the ServiceNow “Front Door” capability, acting as the controlled entry point for Suncorp Integration requests. This role ensures end-to-end orchestration of integration workflows, from request submission through validation, approvals, execution, and closure, with embedded governance, auditability, and policy enforcement aligned to integration requirements.

Key Responsibilities

Key Accountabilities

- Configure, maintain, and continuously improve ServiceNow catalogue items, workflows, and integration use cases
- Own the end-to-end workflow lifecycle, including:

Request intake via ServiceNow Front Door

Validation of request criteria and data classification

Attestation and supporting evidence capture

Approval routing and decision tracking

Fulfilment coordination across platforms (e.g. email, SharePoint, Jira/Confluence)

Closure and confirmation of integration outcomes

- Translate business requirements into controlled workflow designs that align with migration pathways and data handling requirements
- Ensure consistent execution of approval gates, including appropriate routing, delegation, and escalation handling
- Embed and maintain governance controls, including:

Audit trails and traceability across all workflow stages

Policy enforcement (e.g. data classification, exception handling)

Segregation of duties and approval accountability

- Support the implementation and adoption of a single-entry “Front Door” model for all migration and exception requests




- Act as the first point of contact for workflow-related queries, providing guidance to requestors and stakeholders
- Collaborate across key stakeholders, including:

Requestors and business owners

Technology platform teams (email, SharePoint, Atlassian)

Risk, compliance, and governance stakeholders

- Support data integration enablement activities, including exception handling workflows and process improvements
- Facilitate workshops and requirement gathering sessions to refine workflow design and improve user experience

Experience & Qualifications

- Hands-on experience with ServiceNow (catalogue items, workflows, approvals, integrations)
- Understanding of workflow orchestration across multiple platforms (e.g. email, file storage, collaboration tools)
- Knowledge of integration patterns and data movement practices
- Experience working in regulated environments, with exposure to:

Risk management frameworks

Audit and compliance requirements

Policy-driven workflow controls and approvals

Behavioural Competencies

- Strong stakeholder engagement and communication skills
- Ability to operate across business, technology, and governance domains
- Analytical thinking with solid problem-solving capability
- High attention to detail with a control and audit mindset
- Ability to balance operational delivery with continuous improvement of platform workflows

Reporting Line

Initiative lead for data Integration

Reports to: Product Owner (Operational Tooling)

Skill Requirements

1.

Strong Understanding Of Itil Framework And

Process Management Principles.

2.

Proficiency In

Servicenow (Snow) Administration And Support.

3.

Familiarity With Bmc

Remedy, Ca Service Desk, And Avanti For Effective Service Management.

4.

Excellent

Problem-Solving And Analytical Skills To Enhance Operational Systems.

5.

Strong Leadership Capabilities

With A Focus On Team Empowerment And Development.

Other Requirements

- Itil Certification (Optional But Valuable)

2.

Servicenow Certified System

Administrator (Optional But Valuable)

📌 Track Lead Process Management, ServiceNow (India)
🏢 HCL Technologies
📍 India