Analyst- Apps Support Service Now

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The Business

The Role

Ensure the Applications Support team delivers a professional, customer focused and high performing support service in line with agreed service scope and service levels. Provide professional development along with team members to enhance skill and promote cross-skilling. Maintain and improve application and software support methods, standards, KPI's and SLA's across the IT Service Management Platform.


What the Business Does


Application Support teams provide 24X7 supports to the production environment and ensure that the applications are available as per the SLA.

In addition, they are involved with the project teams during the development phase to ensure that the applications are supportable and maintainable in future.

They also get involved in risk management and audits.


Your Responsibilities


  • Availability of applications.
  • Should be good team player flexible enough to accommodate in Shift Timing.
  • L3/L4 Support Experience.
  • Should be able carry out daily activities independently
  • Should be aware of basic ServiceNow Admin Activities
  • Timely and effective response to user query.
  • More productive support environment.
  • Fulfill business continuity requirements.
  • The Analyst will provide on call support as required, run through the KSOR activities and operations carry out Incident/problem resolution activities along with the team.

Skills you need




Minimum 4+ years of experience in either production support or enhancement projects with specific focus on banking domain. Minimum experience of 3 years in an application production support environment


Must have Knowledge/Experience of :

  • Implementation & Customization Experience in Service Now on All the Modules Incident Management, Problem Management, Change Management, Knowledge Management, Configuration Management, Service Request Catalogue.
  • Design and deliver services built on the ServiceNow Platform
  • Experience in Service-Now as a System Administrator or Programmer/Analyst.
  • Experience with Web Technologies (JAVA Script, XML, HTML, AJAX, CSS, HTTP)
  • Experience with IT Service Management Process and Tool Configuration and Administration
  • Experience in Service-Now Programming and Analysis
  • A) Ability to Glide Record
    B) Accessing user Information
    C) System Security
    D) Client Scripting & UI policies
    F) Graphical Workflow
    G) Service Catalogue & Catalogue Scripting
    H) Reference Qualifiers & Dependent Fields  
    I) Table & Field Manipulation
    J) Import Set
    K) Email Notifications
    L) Transform Maps
    M) Managing MID Tier.
    N) Integration of service –now with various third party tools
    O) Developing and configuring web services in service-now
  • Advanced System Admin
  • Configurations and customizations of Service-Now applications, e,g. Service Catalogue, Incident and Change
  • ServiceNow Certified System Administrator would be an added advantage



  • Certified ServiceNow Administrator/Implementation
  • Must be knowledgeable about incident management tools and recovery management procedures
  • Must have understanding of audit, risk and compliance requirement from production support perspective
  • Agile or SCRUM development experience a plus


Why RBS ?

RBS doesn’t just provide you with an exciting work and a generous pay package. We take pride in ensuring your personal and professional development are first & foremost. You will have access to a range of development and learning programs, services and support designed to help you manage and balance your work/life priorities.

Whether its retirement planning, supporting a charity close to your heart or taking care of your well-being, RBS makes sure you are taken care of. For more information on our benefits, please visit our website

At RBS, our purpose is to serve customers well. We serve around 24 million customers across the globe, and our aim is to consistently meet their needs wherever they find us.  Our ambition is to become the UK’s number-one bank for customer trust, service and advocacy by 2020. Our global workforce is integral to helping us achieve this goal.

With colleagues across 5 main states, and connected across-the-globe by common values and a unified ambition, RBS India delivers vital bank functions that help us offer truly round-the-clock support to our UK customers, and 24/7 banking to our international customers.

RBS welcomes applications from all sections of the community.

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