ServiceNow Platform Support Consultant

Atos is the Atos Group brand dedicated to AI-powered, secure, end-to-end digital services. Atos designs, develops, and operates critical digital environments that drive performance, resilience and sovereignty, helping public and private organizations worldwide retain control over their data and infrastructures, while meeting regulatory requirements.

With more than 52,000 employees serving over 4,500 clients across 54 countries, Atos helps modernize core IT systems, accelerate cloud and data transformation, strengthen cybersecurity, and deliver secure digital workplace environments to support its clients, its employees and society. Atos also provides consulting and advisory services through its Atos Amplify brand.

A trusted partner in operating complex and mission-critical environments, Atos supports organizations across highly regulated and sovereign contexts.

About Atos Group

Atos Group is a global leader in digital transformation with c. 54,000 employees and annual revenue of c. €7.2 billion, operating in 54 countries under two brands - Atos for services and Eviden for products and systems. European number one in cybersecurity and a leader in cloud, Atos Group is committed to a secure and decarbonized future and provides tailored AI-powered, end-to-end solutions for all industries. Atos Group is listed on Euronext Paris.

ServiceNow Support Operations Specialist

Location

Bangalore / Chennai / Mumbai

Experience & Domain Knowledge

Hands-on experience with the ServiceNow platform, with strong experience in platform operations, development, upgrades, troubleshooting, and enterprise application support.

Strong understanding of the Insurance industry and related business processes, with the ability to translate insurance business requirements into effective ServiceNow solutions. Experience supporting large enterprise insurance clients and working across business and technology stakeholders is highly desirable.

Key Responsibilities

Plan, coordinate, test, and execute ServiceNow platform clones and version upgrades, including upgrade planning, impact assessment, pre- and post-upgrade validation, ATF execution, defect identification, remediation, and stakeholder coordination.

Monitor and maintain the health, performance, usage, and overall compliance of the ServiceNow platform and its applications, including Health Scan activities, operational reviews, audit readiness, and remediation of identified risks.'

Provide senior-level operational support and platform development for ServiceNow applications and modules, including ITSM, IRM, TPRM, GRC, BCM, and VR. Responsibilities include troubleshooting, configuration, enhancements, customizations, and ongoing platform sustainment. Experience with SPM, CMDB, and HRSD is highly desirable.

Maintain and enhance Service Catalog, Service Level Management, and ITSM capabilities, ensuring platform stability, performance, and alignment with business requirements.

Perform advanced ServiceNow platform development and scripting, including Business Rules, Client Scripts, UI Policies, ACLs, Script Includes, Workflow/Flow activities, Service Portal, and other platform components.

Design, develop, maintain, and troubleshoot ServiceNow integrations using Web Services, REST/SOAP, JDBC, middleware, and other enterprise integration technologies.

Drive automation of ServiceNow platform operations and support processes, identifying opportunities to automate health checks, monitoring, testing, deployments, repetitive support activities, and operational workflows to improve efficiency, reduce manual effort, and enhance platform reliability.

Drive the adoption and implementation of ServiceNow AI capabilities, including AI Search, Task Intelligence, and other emerging AI features, assessing business use cases, supporting configuration and deployment, and ensuring effective integration with existing platform processes and operations.

Lead ServiceNow deployment and release activities, developing and enforcing deployment plans, operational checklists, validation procedures, and production readiness criteria.

Lead incident, problem, change, and request resolution for complex platform issues, exercising independent judgment and coordinating with internal teams, ServiceNow, and implementation partners where required.

Ensure timely response to system alerts and customer-reported issues, including investigation, communication, escalation, root-cause analysis, and resolution in accordance with established support practices.

Lead Health Scan, audit, and compliance initiatives, translating findings into actionable remediation plans and tracking them through closure.

Design, develop, test, document, and deploy high-quality ServiceNow solutions based on business requirements, platform best practices, security standards, and maintainability principles.

Establish and maintain operational standards and processes, including SOPs, support procedures, operational checklists, knowledge articles, runbooks, and handover documentation with providers and implementation partners.

Collaborate effectively within an Agile delivery model, working with Product Owners, developers, platform teams, business stakeholders, ServiceNow, and external implementation partners.

Provide technical leadership and knowledge sharing to the support team, mentoring team members, reviewing technical solutions, promoting best practices, and driving continuous improvement across platform operations.

Senior Role Expectations

Demonstrate end-to-end ownership of ServiceNow platform operations, from planning and implementation through production support and continuous improvement.

Independently analyze and resolve complex platform issues and determine appropriate technical and operational solutions.

Proactively identify platform risks, performance concerns, compliance gaps, and opportunities for automation and optimization.

Act as a senior technical point of contact for ServiceNow platform operati