Job Description

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Job Title - ServiceNow Senior Support Analyst, Associate

Location- Pune/ Bangalore



Deutsche India was established in 2005 to support Deutsche Bank's global businesses and infrastructure functions. Our 15000+ employees across Mumbai, Pune, Bangalore, and Jaipur, working in finance, risk, technology, and operations, have a single mission -- to build an expertise-based organisation that delivers exceptional value for our clients. Our strength lies in our people who are focused on exploring, innovating, and creating solutions and new possibilities for the financial world. We believe that people are empowered when there is opportunity, diversity, inclusivity, and purposeful action.

When Deutsche Bank set out on its digital transformation, our aim was to help our local and global clients transform their own business models and integrate our financial services into their digitalised business models through technology services. We want to use the possibilities of modern technologies, especially in the areas of cloud, AI (Artificial Intelligence), and data analytics to shape the future of our industry, develop innovative services, and deliver new data-driven business models.

We have formed strategic partnerships with several leading tech companies, including ServiceNow, to drive transformation from a solid tech platform. With ServiceNow, we are establishing a Centre of Excellence (CoE) located in India (Pune and Bangalore), which will support our transformation priorities. ServiceNow is integral to the creation of digital workflows throughout the bank's global operations and will help us simplify operations, empower employees, improve customer service, and bring innovation to market faster.

The position will be in the Production Engineering SRE team who are responsible for support and maintenance of the ServiceNow application which is the second most used system in the bank. The role involves the day-to-day support of the platforms and the deployment of multiple upgrades and enhancements to ensure the highest monitoring service is achieved.

What we'll offer you

As part of our flexible scheme, here are just some of the benefits that you'll enjoy

• Best in class leave policy
• Gender neutral parental leaves
• 100% reimbursement under childcare assistance benefit (gender neutral)
• Sponsorship for Industry relevant certifications and education
• Employee Assistance Program for you and your family members
• Comprehensive Hospitalization Insurance for you and your dependents
• Accident and Term life Insurance
• Complementary Health screening for 35 yrs. and above

Your key responsibilities

• Day-to-day 2nd and 3rd line support and implementation of the ServiceNow platform, core product suite and DB customized routines
• Day-to-day servicing of user requests, support for client issues, support for infrastructure and providing user training

• Implementation of changes to ServiceNow
• Maintaining process and procedure documentation and tracking of all problems and changes
• Participating in outage/problem management activities
• Supporting Disaster Recovery tests and processes
• Actively seek out and eliminate waste / low value activities
• Own ad-hoc projects and tasks related to monitoring products
• Bespoke script development (e.g. Perl, APIs, SOAP and JavaScript)

Your Skills and Experience:

• Have experience in ServiceNow L3 / SRE support or in ServiceNow development
• Strong vendor and relationship management skills
• A strong core production support engineer with a solid background in the UNIX, Windows & Java scripting.
• An 'all-rounder' with experience and knowledge in a variety of technologies including Oracle, MSSQL, Sybase, HTML/CSS, REST
• Appreciation, knowledge and experience of competitive industry standard monitoring technologies and solutions would be advantageous
• ServiceNow Developer Certification

The candidate will:

• Have excellent oral and written communication skills (English)
• Be a Self-Starter, highly self-motivated individual with robust decision-making capability
• Be delivery focused and used to working within tight deadlines and able to identify problems at an early stage
• Be a 'team player' but also able to work autonomously
• Possess strong analytical and problem-solving abilities
• Be a structured, methodical thinker with a keen eye for detail
• Be confident and able to convincingly structure, summarise, present and challenge thoughts or ideas
• Be appropriately assertive with excellent relationship building and stakeholder management skills

How we'll support you

• Training and development to help you excel in your career
• Coaching and support from experts in your team
• A culture of continuous learning to aid progression
• A range of flexible benefits that you can tailor to suit your needs

About us and our teams

Please visit our company website for further information:

Our values define the working environment we strive to create - diverse, supportive and welcoming of different views. We embrace a culture reflecting a variety of perspectives, insights and backgrounds to drive innovation. We build talented and diverse teams to drive business results and encourage our people to develop to their full potential. Talk to us about flexible work arrangements and other initiatives we offer.

We promote good working relationships and encourage high standards of conduct and work performance. We welcome applications from talented people from all cultures, countries, races, genders, sexual orientations, disabilities, beliefs and generations and are committed to providing a working environment free from harassment, discrimination and retaliation.

Click to find out more about our diversity and inclusion policy and initiatives.