The ServiceNow Support Analyst is responsible for providing functional and operational support for the ServiceNow platform, with a focus on IT Service Management (ITSM) and HR Service Delivery (HRSD) modules. The role ensures stable and efficient service delivery, supports business users, manages incidents and requests, participates in platform enhancements, and contributes to continuous improvement initiatives across HR and IT processes.
The analyst will work closely with IT, HR, business stakeholders, vendors, and ServiceNow product teams to maintain platform reliability, optimize workflows, and support strategic transformation initiatives.
ServiceNow Platform Support
Provide Level 2 support for ServiceNow ITSM and HRSD modules.
Perform root cause analysis and problem management activities.
Monitor platform performance and proactively identify service improvement opportunities.
Maintain knowledge articles and support documentation.
ITSM Process Support
Support Incident, Request, Problem, Change, Knowledge, CMDB, Asset, and Service Catalog processes.
Ensure adherence to ITIL best practices and governance standards.
Support service reporting, KPI monitoring, and operational reviews.
Assist in service transition and release deployment activities.
HR Service Delivery (HRSD) Support
Support HR case management, employee service center workflows, onboarding/offboarding processes, and HR knowledge management.
Collaborate with HR stakeholders to improve employee experience and process efficiency.
Support HR process automation and self-service initiatives.
Monitor service performance metrics and trends.
Provide operational reporting to business and IT stakeholders.
Support audit and compliance reporting requirements.
Coordinate with ServiceNow support partners and vendors.
Provide user guidance, training, and knowledge transfer where required

Bachelor's degree in Information Technology, Computer Science, or related discipline.

3-5 years of experience supporting ServiceNow platforms.
Strong understanding of ITIL practices, service operations, incident management, change management, and problem management.
Hands-on experience with ServiceNow ITSM modules.
Experience supporting ServiceNow HR Service Delivery (HRSD) modules.
Experience managing vendors and global support teams.
ServiceNow System Administrator and/or HR Service Delivery certifications.
ITIL Foundation or higher certification.
Experience with ServiceNow integrations using REST/SOAP APIs.
Knowledge of JavaScript, Flow Designer, Integration Hub, and Service Catalog development.
Experience supporting global organizations with multi-region operations.

Explore the rewards and benefits that help you thrive - at every stage of your life and your career.
Comprehensive life insurance coverage.
Premium medical insurance for you and your dependents.
Generous annual leave balance.
Flexible and hybrid work solutions.
Remote work opportunities outside of country.
Company gratuity scheme.
Discretionary bonus program.
Relocation assistance.
Employee Wellbeing Program: 24/7 access to specialists in finance, legal matters, family care, personal health, fitness, and nutrition.
We're AtkinsRéalis , a world-class engineering services and nuclear organization. We connect people, data and technology to transform the world's infrastructure and energy systems. Together, with our industry partners and clients, and our global team of consultants, designers, engineers and project managers, we can change the world. We strongly believe that world-class talent makes no distinctions based on gender, ethnic or national origin, sexual identity and orientation, age, religion or disability, but enriches itself through these differences.

ICT Remote Support Analyst

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