Sr Security Engineer

[{"Salary":null , "Remote_Job":false , "Posting_Title":"ServiceNow Service Desk + Functional Configuration/Implementation Analyst" , "Is_Locked":false , "City":"Hyderabad" , "Industry":"Healthcare IT","Job_Description":" The ServiceNow ITSM Lead / Senior ServiceNow ITSM Analyst is responsible for\ the end-to-end administration, configuration, optimization, and continuous\ improvement of the ServiceNow Service Desk+ platform . This role ensures\ ITSM processes are automated, scalable, measurable, and aligned with ITIL\ best practices and enterprise governance standards. The\ ideal candidate is a hands-on ServiceNow expert who can independently\ manage incidents, create dashboards, requests, changes, problems, knowledge,\ SLAs, reporting, and automation while collaborating with cross-functional teams\ and supporting both modern and legacy environments. Key Responsibilities ServiceNow Platform Administration & Configuration Administer,\ configure, and enhance ServiceNow ITSM modules including Incident,\ Request, Change, Problem, Knowledge, Asset Management, and CMDB . Design and\ maintain catalog items, request workflows, approval chains, business\ rules, client scripts, notifications, and user roles . Support Change\ Management and CAB workflows within ServiceNow. Perform testing,\ validation, and deployment of configuration changes across\ environments. Process Design, Automation & Optimization Design,\ analyze, and optimize ITSM workflows, SLAs, and automation to\ reduce manual effort and improve service quality. Identify\ opportunities for workflow automation using Flow Designer and business\ rules , while ensuring manual fallback options. Ensure ITSM\ processes are aligned with ITIL best practices and internal\ audit/governance requirements. Reporting, Dashboards & Performance Management Build and\ maintain ServiceNow dashboards and performance analytics for SLA\ compliance, ticket trends, backlog health, and operational KPIs. Define and\ track KPIs vs KRAs for service desk teams and programs. Validate\ service volumes across calls, emails, self-service portal, and\ integrations . Analyze SLA\ breaches, reassignment trends, and aging tickets , and recommend\ corrective actions. Knowledge Base (KB) & SOP Management Create, review,\ and maintain ServiceNow Knowledge Base articles aligned with SOPs\ (e.g., account creation, access provisioning). Establish\ governance for KB approvals, version control, review cycles, and\ retirement . Ensure\ knowledge content remains accurate, searchable, and compliant. Cross-Functional Collaboration & Integrations Collaborate\ with service desk teams, IT operations, application owners, and business\ stakeholders to gather requirements and deliver enhancements. Support\ integrations with enterprise platforms such as Salesforce, HR systems,\ and identity management tools . Act as the\ primary ITSM SME for audits, reviews, and process improvements. Operational & Technical Problem Solving Troubleshoot\ complex operational issues including driver incompatibility,\ application failures, and system access issues . Provide\ recommendations for managing outdated systems or legacy applications through workarounds, upgrades, or controlled exceptions. Requirements Required Qualifications Bachelor\ degree in Information Technology, Computer Science, or equivalent\ experience. 3\5+ years of\ hands-on ServiceNow Service Desk+ experience . Mandatory\ ServiceNow Certifications : ServiceNow Certified\ System Administrator (CSA) Strong\ understanding of ITIL v3 / ITIL 4 processes . Proven\ experience with ServiceNow workflows, SLAs, dashboards, reporting, and\ automation . Preferred Qualifications ServiceNow Certified\ Application Developer (CAD) . ITIL Foundation\ or higher certification. Experience in healthcare,\ BFSI, government, or regulated environments . Experience\ supporting large user bases (10k+ users) and high-volume service\ desks. Exposure to Performance\ Analytics, Flow Designer, and CMDB health dashboards . Key Competencies Deep ServiceNow\ platform expertise Process\ standardization and optimization Data-driven\ performance management Strong\ stakeholder and cross-team collaboration Continuous\ improvement and automation mindset