Analyst - ServiceNow

Company Profile

Lennox (NYSE: LII) Driven by 130 years of legacy, HVAC and refrigeration success, Lennox provides our residential and commercial customers with industry-leading climate-control solutions. At Lennox, we win as a team, aiming for excellence and delivering innovative, sustainable products and services. Our culture guides us and creates a workplace where all employees feel heard and welcomed. Lennox is a global community that values each team member's contributions and offers a supportive environment for career development. Come, stay, and grow with us.

Job Description

The ideal candidate will be responsible for the analysis, support, Monitoring, Continual Improvement of various Integrations, applications, Forms, Service Portal pages, New modules Security Operations, GRC, BCM in ServiceNow.

• ServiceNow Sr Analyst will be responsible for Production Stability, Operations, Administration, Monitoring, Continual Improvement initiatives related to various ServiceNow functionalities in ITSM, ITOM, ITAM, ITBM modules, GRC and Scoped applications.
• Bring out innovative thoughts around Operational activities, System improvements, Production stability & improve the user experiences.
• Help in Maintianing integration with other third-party and in-house system using ServiceNow standard connectors/custom solutions as required.
• Take part in Monitoring/ process improvement initiative to standardize the solution on the ServiceNow platform to have stable production instance.
• Involve in platform maintenance activities including cloning and ServiceNow version upgrade activities to stay current with the ServiceNow releases.
• Prepare process flow and user guide, KB documents based on the needs of the incidents , activities
• Building Test cases using ATF or create testing documents and convert to ATF as required.
• Troubleshoot open incidents and perform RCA (root cause analysis) of the same.
• Support business users with any functional related queries, post-delivery of the business requirements as and when needed
• Support in addressing urgent / priority incidents as part of On-call.

Qualifications

• 3 to 6 Years of experience in ServiceNow Operations
• Well-versed with Server-side and Client-side scripting on the ServiceNow platforms.
• Experience in Operations and configuration of Incident Management, Change Management, Problem Management, Knowledge Management and other ITSM modules.
• Worked on some type of integrations Like REST, SOAP that Service Now supports
• Good experience in Analysis, Debugging, Critical Code documentations, Business document creation, interacting with Business to resolve issues / Queries
• Good Experience in Operational Activities, On Call handling, System monitoring and Performance activities
• Experience/ Awareness in Upgrade and maintenance of ITOM components including Mid Servers, Discovery schedules and troubleshoot discovery status for any issues.
• Good knowledge in whatever been worked
• Know basics of Discovery and CMDB
• Excellence in Workflow Management
• Performance Analytics experience is good to have
• Good communication and analytical skills.
• Ability to work independently with limited supervision.
• Knowledge of the ITIL process