IT Solutions Analyst

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an IT Solutions Analyst based in India. In this role, you will serve as the functional and technical link between business stakeholders and the ServiceNow platform, delivering scalable solutions that enhance business operations. You will design, configure, develop, and maintain applications across Customer Service Management (CSM), Manufacturing Commercial Operations (MCO), and Sales and Order Management (SOM). Working closely with sales, customer care, manufacturing, and IT teams, you will translate complex business requirements into efficient digital workflows and integrations. You will also contribute to AI-powered automation, platform enhancements, and enterprise system connectivity. Beyond solution development, you will oversee production support, troubleshoot technical issues, and drive continuous improvement. This position offers the opportunity to work with advanced enterprise technologies in a collaborative, Agile, and primarily remote environment. Accountabilities • Gather, analyze, and document business requirements through stakeholder workshops, interviews, and process mapping involving sales, customer service, manufacturing, and finance teams. • Translate business needs into functional specifications, user stories, acceptance criteria, and technical solution designs aligned with ServiceNow best practices. • Evaluate the impact of platform upgrades, new releases, and process changes, prioritizing out-of-the-box (OOTB) solutions over unnecessary customizations. • Configure, enhance, and support ServiceNow Customer Service Management (CSM), including case management, customer and account data, entitlements, SLAs, Customer Service Portal, Virtual Agent, and knowledge management. • Develop and maintain Manufacturing Commercial Operations (MCO) and Sales and Order Management (SOM) capabilities, including product and quote catalogs, order capture, fulfillment orchestration, order tracking, and manufacturing workflows. • Design and develop 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 enterprise systems such as Salesforce, ERP, PLM, MES, telephony platforms, on-premise applications, and databases using REST/SOAP APIs, Integration Hub, MID Server, JDBC, and data import sets. • Implement, configure, and optimize ServiceNow AI capabilities, including Now Assist, AI Agents, Virtual Agent, AI Search, and Build Agent, to improve case resolution, order processing, and agent productivity. • Develop test plans and test cases, conduct functional and regression testing, and coordinate User Acceptance Testing (UAT) with relevant stakeholders. • Manage deployments across ServiceNow instances using update sets and application repositories while following established change management, release management, and source-control practices. • Prepare release notes, technical documentation, training materials, and knowledge articles, and support end-user and super-user training. • Provide Tier 2 and Tier 3 production support for CSM, MCO, and SOM, including incident management, troubleshooting, root-cause analysis, and permanent issue resolution within agreed SLAs. • Monitor platform health, data quality, and application performance while proactively identifying process gaps, configuration issues, and opportunities for improvement. • Support platform upgrades, family release adoption, technical debt reduction, and continuous platform optimization. • Maintain solution documentation, data models, process flows, and technical specifications while contributing to product backlogs and Agile sprint planning. • Collaborate with architects, developers, and platform owners to ensure compliance with security standards, access controls (ACLs), data governance, and regulatory requirements. • Monitor solution adoption and business performance through dashboards and Performance Analytics, tracking KPIs such as case resolution time, order cycle time, and SLA attainment. • Mentor junior analysts, share technical knowledge, and contribute to the development of ServiceNow best practices across the organization. Requirements: • Bachelor's degree in Information Systems, Computer Science, Engineering, Business, or a related discipline, or equivalent practical experience. • At least 5 years of hands-on experience working with ServiceNow as a platform analyst, administrator, or developer. • Demonstrated implementation and production support experience in at least two of the following ServiceNow modules: Customer Service Management (CSM), Manufacturing Commercial Operations (MCO), and Sales and Order Management (SOM). • Proven experience developing custom scoped applications on the ServiceNow platform, from requirements gathering and solution design through deployment and ongoing support. • Experience supporting production ServiceNow environments, including incident management, root-cause analysis, platform upgrades, and release cycles. • ServiceNow Certified System Administrator (CSA) certification and ServiceNow Certified Application Developer (CAD) certification are required. • ServiceNow Certified Implementation Specialist – Customer Service Management (CSM) and Sales and Order Management (SOM) certifications are preferred. • Certifications in Manufacturing Commercial Operations (MCO) or equivalent manufacturing-focused ServiceNow credentials are a strong advantage. • Strong understanding of the ServiceNow data model, tables, access control lists (ACLs), roles, CMDB, and customer service data structures. • Proficiency in JavaScript (server-side and client-side), Glide APIs, Flow Designer, Workflow Studio, and scoped application development. • Practical experience integrating ServiceNow wit