Your Job
The Application Systems Analyst – ServiceNow Operations at Koch, you will be responsible for ensuring the stability, performance, and reliability of the ServiceNow platform. This position combines strong operational ownership with collaboration across technical and business teams to maintain service continuity, manage incidents, support platform activities, and enable ongoing improvements. You will coordinate key operational cycles, while providing technical and procedural support that enhances the platform's efficiency and user experience.
Our Team
You will join the Global Enterprise Service Management capability, a team dedicated to enabling Koch business through transformation and innovation. Our platform enables key lifecycle capabilities, including IT Service Management, HR Service Delivery, Portfolio Management, Application/Infrastructure Management, Legal Service Delivery, AI and Consumer Experience. We are a collaborative and forward-thinking team committed to delivering scalable solutions that drive measurable business value.
What You Will Do
- Troubleshoot and resolve complex incidents, defects, and operational issues, prioritizing escalations to maintain service continuity and meet SLAs.
- Act as a key Operations contact, supporting Product Owners, BSAs, Process Owners, Architects, and Business stakeholders.
- Monitor platform health, performance and the Operations queue to identify trends, anticipate risks, and ensure proactive resolution of potential service disruptions.
- Oversee and assess ServiceNow Hi Cases & Communications, coordinating reviews and aligning required actions with Product Teams.
- Identify and implement automation and process improvement opportunities to streamline recurring operational activities, increase efficiency, reduce technical debt, and enhance long-term platform sustainability.
- Partner with Product Teams to provide critical operational insights and support during sprints, influencing design and deployment decisions that improve delivery quality, velocity, and long-term platform stability.
- Coordinate latent and urgent change requests, ensuring communication, documentation, and risk control.
Who You Are (Basic Qualifications)
- Hands-on experience supporting or managing enterprise applications, preferably within the ServiceNow platform.
- Proven experience in incident, problem, change, and release management processes within an ITSM environment.
- Proven ability to analyze and resolve complex technical or operational issues, escalating effectively when required.
- Familiarity with the ServiceNow platform or similar enterprise tools, with an understanding of core modules and their functionality (e.g., ITSM, ITOM, CMDB), including how they support business processes.
- High sense of ownership and accountability for operational performance, ensuring reliability and continuous improvement.
- Excellent organizational and communication skills, with the ability to prioritize and manage multiple streams of work.
- Experience working in a global, cross-functional, and Agile team environment.
What Will Put You Ahead
- Familiarity with ITIL or ITSM frameworks, emphasizing proactive problem management and continuous improvement.
- Hands-on experience supporting or coordinating ServiceNow platform upgrades, clones, or patching cycles.
- Experience collaborating across multiple product teams, aligning operational activities, sprint priorities, and release dependencies.
- Working knowledge of ServiceNow Hi Case management, including advisory tracking and communication with vendor support.
- Experience driving improvement through automation and process optimization, as well as monitoring or integration troubleshooting within enterprise systems.
- Proven ability to lead cross-team coordination for operational changes, incident response, or release activities.
- Promote a positive team culture centered on contribution motived, collaboration, transparency, accountability, and curiosity.
- Strong communication and analytical skills to translate operational insights into process or system improvements.
- Experience participating in major incident coverage, providing critical support during high-impact events.
At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.
Who We Are
At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.
Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results.
