Key Responsibilities

- Provide day-to-day BAU support for the ServiceNow platform and ITSM processes.
- Ensure adherence to Incident, Problem, Change, Request, and Knowledge Management processes.
- Monitor and manage SLA/OLA compliance across ITSM modules.
- Perform ticket triaging, prioritization, and assignment to appropriate support teams.
- Coordinate with business stakeholders and technical teams for timely issue resolution.
- Conduct root cause analysis (RCA) and drive corrective and preventive actions.
- Ensure platform stability, service availability, and operational efficiency.
- Review and validate production changes in line with Change Management processes.
- Support release planning, deployment coordination, and post-implementation validation.
- Monitor platform health, scheduled jobs, integrations, and operational dashboards.
- Maintain process documentation, SOPs, Knowledge Articles, and operational runbooks.
- Participate in CAB meetings and operational governance reviews.
- Identify opportunities for process optimization and continual service improvement (CSI).
- Ensure compliance with organizational governance, audit, security, and regulatory requirements.
- Track operational risks, issues, dependencies, and mitigation plans.
- Coordinate with ServiceNow development teams for defect resolution and enhancement implementation.
- Support major incident management and problem management activities.
- Prepare operational reports,



KPI dashboards, and executive status updates.
- Ensure adherence to ITIL best practices across all ServiceNow operations.

ITSM & Governance Responsibilities

- Incident Management
- Problem Management
- Change Management
- Request Fulfilment
- Knowledge Management
- Service Level Management (SLA/OLA)
- Major Incident Coordination
- Release & Deployment Governance
- Operational Governance
- Risk & Compliance Tracking
- Audit Support
- Continual Service Improvement (CSI)
- Process Standardization
- Operational Reporting & Metrics

Required Skills

- Strong understanding of ITIL v4 processes.
- Hands-on experience with ServiceNow ITSM.
- Experience managing BAU operations and production support.
- Knowledge of SLA, KPI, and operational reporting.
- Experience in Service Governance and Process Compliance.
- Solid stakeholder management and coordination skills.
- Experience in Change Advisory Board (CAB) activities.
- Ability to perform RCA and drive service improvements.
- Excellent communication, presentation, and documentation skills.

Preferred Experience

- 5+ years of IT Service Management experience.
- 3+ years supporting ServiceNow ITSM in BAU environments.
- Experience working with global support teams.
- Exposure to IT Operations Governance and Service Delivery.
- Experience with ServiceNow reporting and Performance Analytics (preferred).

📌 ServiceNow BAU Resource (Pune)
🏢 Carnation Infotech
📍 Pune