FC Global Services India LLP (First Citizens India), a part of First Citizens BancShares, Inc., a top 20 U.S. financial institution, is a global capability center (GCC) based in Bengaluru. Our India-based teams benefit from the company's over 125-year legacy of strength and stability. First Citizens India is responsible for delivering value and managing risks for our lines of business. We are particularly proud of our strong, relationship-driven culture and our long-term approach, which are deeply ingrained in our talented workforce. This is evident across all key areas of our operations, including Technology, Enterprise Operations, Finance, Cybersecurity, Risk Management, and Credit Administration. We are seeking talented individuals to join us in our mission of providing solutions fit for our clients greatest ambitions.
Job Description
Value Proposition
- Business Alignment: Ensure the application portfolio directly supports and aligns with the company's overall business strategy and objectives.
- Performance Improvement: Improve the performance of business processes by identifying and addressing bottlenecks caused by gaps or inefficiencies in the application landscape.
Job Details
Position Title: Lead Analyst - IT Asset Management
Career Level: P3
Job Category: Manager
Role Type: Full Time
Job Location: Bengaluru
About The Team
FCI ITAM supports global operation collaboratively aligning with defined, approved, process and procedures from US .
Team is proactive, positive, and collaborative and combining strong analytical skills with the ability to communicate and influence stakeholders across various departments. They must be a self-starter who takes ownership and is adaptable to the fast-changing IT landscape.
Impact
Provides technical solutions within the ServiceNow ITAM products based on configuration best practices.
This role is specific to the Application Portfolio Management team but may be asked to work in other areas of ITAM as well. Responsible for designing, developing, and testing technical solutions through deployment
Key Deliverables (Duties and Responsibilities)
- Design and deliver complex ServiceNow solutions for business applications and other ServiceNow ITAM modules.
- Customize workflows, dashboards, and reporting aligned to business objectives
- Ensure compliance with platform best practices, data models (e.g., CSDM), and governance standards
- Be the technical expert in how to best support IT by configuring ITAM processes using ServiceNow best practices focused on configuration vs. customization
- Lead technical efforts in the development, implementation, and maintenance of the ServiceNow application.
- Support the engagements efforts for ITAM specific areas, which include Application Portfolio Management (APM) implementations related to managing business applications.
- Experience with ITAM processes that support Application Portfolio Management.
- Advise process owners in their efforts to take advantage of the ServiceNow ITAM Solution's standard capabilities in their efforts to improve their IT processes.
- Keep up with the latest ServiceNow releases and advises of upcoming changes or new features.
- Lead design workshops focused on ServiceNow Platform and ITAM Solution technology
- Complete required documentation such as business requirements for technical aspects of the solution.
- Collaborate with other solutions teams to ensure consistency across the platform
- Use Agile mythology to draft technically focused user stories, acceptance criteria, and test plans
- Create change requests and adhere to all change management delivery processes
- Perform knowledge transfer, obtain approvals, and support delivery
- Provide technical aspects of project delivery and solution delivery
- Prepare all deliverables focused on the technology and responsible for quality of configured/developed solution
- Responsible for presenting and demoing solutions prior to deployment
- Juggle multiple and complex projects/initiatives
- Promoting continuous improvement practices for delivery/engagement materials
- Available for on call support to technical and project teams during upgrades
Functional Skills
Skills and Qualification (Functional and Technical Skills):
- 8 to 12 years of experience working on the ServiceNow platform
- Strong communication skills and ability to engage with senior business stakeholder
- Ability to understand business requirements and translate into technical solutions
- Ability to analyze complex problems and develop effective solutions. This includes identifying deficiencies and recommending enhancements
- Working knowledge of CSDM (Common Service Data Model) and its integration with CMDB
- Familiarity with ServiceNow platform architecture, data modeling, and configuration best practices
- Familiarity with implementing, configuring and supporting ServiceNow's Enterprise Architecture Module
- Understanding of ITIL frameworks and enterprise IT governance
- Expertise in ServiceNow Platform Analytics
Technical Skills
- ServiceNow CSA (Certified System Administrator)
- CIS in APM / HAM
Education Requirements
- Any Bachelor's degree (full time) , BTECH
Leadership Qualities
- Decisiveness – Ability to make quick, informed decisions under pressure, often with incomplete information.
- Calm Under Pressure – Maintains composure and focus during chaotic situations to lead teams with clarity.
- Strong Communication – Clearly conveys updates, actions, and expectations to technical teams, executives, and stakeholders.
- Accountability – Takes ownership of incidents from start to resolution, ensuring actions are tracked and outcomes delivered.
- Collaboration – Fosters cross-functional teamwork, bridging gaps between technical and business units.
- Problem-Solving Mindset – Quickly identifies root causes and drives solutions with a proactive, analytical approach.
- Customer-Centric Focus – Prioritizes business impact and user experience while managing incidents.
- Process Evangelism – Champions best practices, standardization, and continuous improvement of the incident management process.
- Resilience – Adapts to shifting priorities and recovers quickly from setbacks or critical feedback.
- Strategic Thinking – Balances immediate resolution with long-term improvements, always looking for ways to prevent recurrence.
Relationships & Collaboration
Developer continuously Work closely with IT, Security. Legal and Engineering teams to enhance Processes and Identify improvement opportunities.
Accessibility Needs
We are committed to providing an inclusive and accessible hiring process. If you require accommodations at any stage (e.g. application, interviews, onboarding) please let us know, and we will work with you to ensure a seamless experience.
Equal Employment Opportunity
FC Global Services India LLP (First Citizens India) is an Equal Employment Opportunity Employer. We are committed to fostering an inclusive and accessible environment and prohibit all forms of discrimination on the basis of gender, religion, caste, disability, sexual orientation, economic status or any other characteristics protected by the law. We strive to foster a safe and respectful environment in which all individuals are treated with respect and dignity. Our EEO policy ensures fairness throughout the employee life cycle. 
