Job Role: ServiceNow SRE / ITSM BAU Support

About the Role

ServiceNow SRE – BAU Support, ITSM & Governance Role: ServiceNow BAU Support / ITSM Governance Specialist Experience: 6+ Years in IT Service Management Relevant Experience: 3+ Years in ServiceNow ITSM BAU / Production Support Work Area: Service Reliability Engineering (SRE), ITSM & Service Governance Interview Mode: 1st round Virtual, 2nd round face to face in office (Pune) Role Overview We are looking for an experienced ServiceNow ITSM professional to manage day-to-day Business-asUsual (BAU) operations, production support, ITIL process compliance, service governance, and platform stability. The candidate will coordinate with business stakeholders and technical teams to ensure SLA compliance, timely incident resolution, controlled production changes, and continual service improvement.

Responsibilities

- Manage day-to-day ServiceNow BAU operations and production support across Incident, Problem, Change, Request, and Knowledge Management.
- Monitor SLA/OLA compliance, operational KPIs, ticket queues, and service performance.
- Perform ticket triaging, prioritization, escalation, and coordination with appropriate support teams.
- Coordinate major incidents, conduct Root Cause Analysis (RCA), and drive corrective and preventive actions.
- Ensure adherence to ITIL processes, operational procedures, and service governance standards.
- Review production changes and coordinate CAB activities, release planning, deployments, and postimplementation validation.
- Monitor platform health, scheduled jobs, integrations, and operational dashboards.
- Maintain SOPs, knowledge articles, operational runbooks, and process documentation.
- Track operational risks, issues, dependencies,



audit requirements, and compliance actions.
- Prepare operational reports, KPI dashboards, and service status updates for stakeholders.
- Collaborate with ServiceNow development teams to resolve defects and implement approved enhancements.
- Identify opportunities for process standardization, automation, and continual service improvement (CSI).

Qualifications

- Experience: 6+ Years in IT Service Management.
- Relevant Experience: 3+ Years in ServiceNow ITSM BAU / Production Support.

Required Skills

- Strong understanding of ITIL v4 processes and ITSM best practices.
- Hands-on experience with ServiceNow ITSM.
- Experience in BAU operations, production support, and service delivery.
- Positive knowledge of Incident, Problem, Change, Request, and Knowledge Management.
- Experience with SLA/OLA monitoring, KPI tracking, operational reporting, and service governance.
- Experience with Change Advisory Board (CAB), release governance, and production change control.
- Ability to perform RCA, manage escalations, and drive service improvements.
- Strong stakeholder management, communication, coordination, and documentation skills.
- Key Skills ServiceNow ITSM | BAU Support | Production Support | ITIL v4 | Incident Management | Problem Management | Change Management | Request Fulfilment | SLA/OLA | CAB | RCA | Service Governance | Release Management | Operational Reporting | Continual Service Improvement.

Preferred Skills

- Experience supporting global service delivery and distributed support teams.
- Exposure to IT Operations Governance, audit, risk, and compliance management.
- Experience with ServiceNow reporting and Performance Analytics.
- ITIL 4 certification or relevant ServiceNow certification.

📌 ServiceNow SRE / ITSM BAU Support (Pune)
🏢 Techaivv Technologies
📍 Pune