ServiceNow Knowledge Process Analyst

Req ID: 377162 

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a ServiceNow Knowledge Process Analyst to join our team in Bangalore, Karnātaka (IN-KA), India (IN).

The ServiceNow Knowledge Process Analyst is a key role within the Service Management Office, a group that enforces standardized governance methods across all ITSM processes. This new net role in the organization will manage day-to-day governance, operations and continual improvement for technology request management and technology knowledge management within the scope of those capabilities on the ServiceNow platform. In addition to managing the process day to day, this role will build and manage relationships with teams who execute the process to ensure their adherence and success.Key responsibilities:Participate in the day-to-day of operation of process controls to ensure consistent and efficient executionParticipate in developing, monitor, and report on key process metrics to track performance, identify trends, and drive improvementsIdentify risks and issues and support mitigation, coordinating with partners as neededCollaborate with cross-functional teams to ensure onboarding of partners into use of the ServiceNow catalog with its request process and into use of ServiceNow knowledge management are trained on requirements and control executionDeliver ongoing training to refresh partner understanding and share improvementsParticipate in support for evaluations of the process by lines of defenseCreate and maintain process documentation, including proceduresParticipate in performance improvement efforts, including identifying opportunities, designing selected improvements, and ensuring comprehensive implementationPerform other duties as assignedRequired Experience:Minimum of 3 years of experience supporting ServiceNow in an IT Service Management processMinimum of 1 years of experience managing controls for an ITSM processStrong understanding of knowledge management and/or technology service request managementUnderstanding of service catalog use, structure, and operationUnderstanding of ITSM portalsExperience operating a process on the ServiceNow ITSM platformDesired Experience:Experience with ServiceNow KnowledgebaseStrong collaboration and relationship building skillsStrong risk, issue and control management skillsSuperb written communication skills, with a keen eye for detailProven ability to quickly learn and understand complex subject matterSelf-starter with ability to handle multiple assignments simultaneouslySkills:Controls ManagementIssue ManagementMonitoring, Surveillance, and TestingQuality AssuranceRisk ManagementAnalytical ThinkingAttention to DetailCritical ThinkingProblem SolvingWritten CommunicationsDecision MakingInnovative ThinkingPrioritizationRecording/Organizing InformationResearch

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

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