IT Solutions Analyst (Universal Robots, Bangalore - India)

The IT Solutions Analyst - ServiceNow is the functional and technical bridge between business stakeholders and the ServiceNow platform, responsible for designing, configuring, enhancing, and supporting solutions across Customer Service Management (CSM), Manufacturing Commercial Operations (MCO), and Sales and Order Management (SOM).

This role translates customer service, asset management, contracts management, and entitlement-related requirements into scalable ServiceNow workflows, custom applications, and integrations. The analyst partners with Sales, Field Service, Customer Care, Manufacturing, and other IT teams to improve customer experience, order accuracy, and service efficiency, and acts as a subject-matter expert and escalation point for production support. As part of the IT Enterprise Applications team, the analyst also designs and supports integrations between ServiceNow and other systems, including Salesforce, on-premise applications, and databases.

Key Responsibilities

Requirements analysis and solution design

• Gather, document, and refine business requirements through workshops, interviews, and process mapping with Sales, Customer Service, Manufacturing, and Finance stakeholders.
• Translate requirements into functional specifications, user stories with acceptance criteria, and solution designs aligned to ServiceNow best practices.
• Assess the impact of platform upgrades, new releases, and process changes, and recommend out-of-the-box (OOTB) approaches over customization where practical.

Platform configuration and development

• Configure and enhance CSM (case management, customer and account data, entitlements, SLAs, Customer Service Portal, Virtual Agent, knowledge management).
• Configure and enhance MCO and SOM (product and quote catalogs, order capture, decomposition and fulfillment orchestration, order tracking, and commercial and manufacturing operations workflows).
• Design and build custom scoped applications using Flow Designer, Workflow Studio, Business Rules, Script Includes, UI Policies, Client Scripts, UI Builder / Workspaces, and Service Portal.
• Build and maintain integrations between ServiceNow and Salesforce, on-premise applications, databases, ERP, PLM, MES, telephony, and other enterprise systems using REST/SOAP APIs, Integration Hub, MID Server, JDBC, and data import sets.
• Implement and tune ServiceNow AI features (Now Assist skills, AI Agents, Virtual Agent, AI Search, Build Agent) across CSM, MCO, and SOM processes, and measure their impact on case deflection, resolution time, and agent productivity.

Testing, deployment, and release management

• Develop test plans and test cases, execute functional and regression testing, and coordinate user acceptance testing (UAT).
• Manage update sets / application repository deployments across instances and follow established change, release, and source-control practices.
• Produce release notes, training materials, and knowledge articles, and support end-user and super-user training.

Production support and continuous improvement

• Provide Tier 2/3 support for CSM, MCO, and SOM, including incident triage, root-cause analysis, and permanent fixes within SLA targets.
• Monitor platform health, data quality, and performance, and proactively identify and close process or configuration gaps.
• Support platform upgrades, family release adoption, and technical debt reduction.
• Maintain solution documentation, data models, and process flows; contribute to the product backlog and sprint planning.

Governance and collaboration

• Work with architects, developers, and platform owners to uphold standards for security, ACLs, data governance, and compliance.
• Report on solution adoption and process KPIs (case resolution time, order cycle time, SLA attainment) using Performance Analytics and dashboards.
• Mentor junior analysts and share knowledge across the ServiceNow community of practice.

All About You
We seek individuals who share our passion and determination. Our commitment to customer success drives us to go the extra mile. If you’re ready to join us in this mission, take a closer look at the minimum criteria for the position.

Education and experience

• Bachelor's degree in Information Systems, Computer Science, Engineering, Business, or a related field, or equivalent practical experience.
• 5+ years of hands-on ServiceNow experience as a platform analyst, administrator, or developer, focused specifically on ServiceNow solutions.
• Demonstrated implementation and support experience in at least two of the three target modules: CSM, MCO, and SOM.
• Proven experience developing custom scoped applications on the ServiceNow platform, from requirements through deployment and support.
• Experience supporting production ServiceNow environments, including incident management, root-cause analysis, upgrades, and release cycles.

 ServiceNow certifications

 Candidates holding certifications in Manufacturing Commercial Operations (MCO) or comparable manufacturing-industry ServiceNow credentials will be given strong preference.

Technical skills

• Strong working knowledge of ServiceNow data model, tables, ACLs, roles, and CMDB / Customer Service data structures.
• Proficiency with JavaScript (server-side and client-side), Glide APIs, Flow Designer, Workflow Studio, and scoped application development.
• Experience with integrations to Salesforce, on-premise applications, and databases (SQL, JDBC) using REST/SOAP, Integration Hub spokes, MID Server, and import sets / transform maps.
• Hands-on experience with ServiceNow AI capabilities, including Now Assist skills for CSM and SOM (case and order summarization, resolution notes, knowledge generation), Now Assist Virtual Agent, AI Search, and customizing skills with Now Assist Skill Kit (NASK).
• Working knowledge of agentic AI on the platform, including features available through the Australia release: building, configuring, and governing AI Agents and agentic workflows, selecting model providers (Now LLM Service or third-party models), and managing Now Assist administration, licensing tiers, and guardrails.
• Experience with Customer Service Portal, Service Portal, UI Builder, and Workspaces (Customer Service Workspace).
• Understanding of order-to-cash, quote-to-order, entitlement, and warranty / contract processes.
• Familiarity with Agile (Scrum / SAFe) delivery, user story writing, and tools such as ServiceNow Agile Development, Jira, or Azure DevOps.
• Ability to write functional specifications, test cases, and process documentation, and to present solutions to technical and non-technical audiences.

 Preferred Qualifications

• Hands-on MCO experience, including manufacturing commercial processes such as contracts, pricing, and order-to-delivery visibility.
• Experience with Configure, Price, Quote (CPQ) solutions, such as ServiceNow Sales and Order Management quoting, Salesforce CPQ, or Oracle CPQ, including product catalogs, pricing rules, quote-to-order flows, and integration with order management and ERP systems (a strong advantage).
• Additional ServiceNow certifications: Certified Technical Architect (in progress), Integration Hub, Performance Analytics, Now Assist / Generative AI / Agentic AI, or Predictive Intelligence.
• Experience building custom AI skills and AI Agents or using Build Agent to create agentic workflows for custom applications, and keeping pace with new AI capabilities in each ServiceNow family release.
• Experience integrating ServiceNow with ERP (Oracle Fusion), CRM (Salesforce), PLM, or MES systems.
• Experience with CI/CD and source control for ServiceNow (for example, Git integration, ATF automated testing).
• Exposure to data analytics and reporting tools such as Power BI or Tableau.
• Prior experience coordinating large/small projects or mentoring junior team members.

 Core Skills and Working Conditions

Core skills

• Analytical and problem-solving ability, with a bias toward root-cause resolution over workarounds.
• Clear written and verbal communication, including facilitating workshops and explaining technical concepts to business users.
• Stakeholder management and the ability to balance multiple priorities across commercial, service, and manufacturing teams.
• Customer-centric mindset, with a focus on measurable outcomes and user adoption.
• Ownership, attention to detail, and comfort being self-directed in a fast-paced, Agile environment.
• Collaboration with onshore and offshore development partners.

Working conditions

• Primarily remote-based, with occasional travel.
• Participation in an on-call rotation for critical production issues and occasional after-hours release or upgrade support.

We are only considering candidates local to position location and are unable to provide relocation for this position. This position is not eligible for visa sponsorship.