Blue Yonder - Senior Technical Consultant - ServiceNow Platform

Scope :

The Technical Analyst will be responsible for managing and supporting the Problem Management and Incident Management processes within the ServiceNow platform.

The role involves end-to-end ownership of incidents and problems, ensuring effective resolution, root cause identification, and permanent fixes to improve IT service availability and stability.

The analyst will act as a bridge between technical teams, business stakeholders, TAM and IT leadership, driving process adherence and continuous improvement.

Our Current Technical Environment :

Microsoft Azure

VMware ESXi

What Youll Do :

Key Responsibilities :

Problem Management :

- Lead the end-to-end Problem Management process, including problem detection, logging, categorization, investigation, and resolution.

- Drive Root Cause Analysis (RCA) for major and recurring incidents, ensuring clear documentation and action tracking.

- Leading bridge calls.

- Manage the lifecycle of Problem Ticket, including prioritization, assignment, RCA meeting, Tasks and communication, and timely delivery of RCA within SLAs.

- Coordinate with cross-functional technical teams, vendors, and stakeholders to drive permanent fixes and preventive measures.

- Identify trends from incidents and proactively recommend improvements to reduce incident recurrence.

- Facilitate Root Cause Analysis (RCA) using standard methodologies across PODs.

- Work with technical teams to define permanent fixes and track corrective/preventive actions.

- Maintain a problem knowledge base, ensuring known errors and workarounds are documented.

- Assist the team in generating reports, dashboards, and metrics. etc

Incident Management :

- Coordinate end-to-end incident lifecycle, ensuring SLAs are met.

- Facilitate incident bridges and engage relevant technical/functional teams.

- Perform impact analysis, assign severity, and ensure effective communication to stakeholders.

- Drive post-incident reviews (PIR) to capture learnings and prevent recurrence.

- Monitor and manage incidents logged in ServiceNow to ensure timely resolution within defined SLAs.

- Act as the escalation point for high-severity (P1/P2) incidents and coordinate resolution across technical teams.

- Ensure business impact is communicated clearly, and updates are provided to stakeholders at regular intervals.

ServiceNow Platform :

- Exposure to ServiceNow to manage Incident & Problem workflows effectively.

- Generate dashboards and reports for stakeholders, highlighting KPIs, SLAs, and trends.

- Ensure data quality, completeness, and process compliance in ServiceNow records.

- Configure, customize, and maintain Incident/Problem modules as required (with ServiceNow admin/developer team support).

- Monitoring and alerting platforms (e.g. , Splunk, Dynatrace, AppDynamics).

- MS Office (Excel, PowerPoint, Power BI) for reporting and presentations.

Qualifications :

What we are looking for :

- Bachelors degree in computer science, Information Technology, or equivalent.

- 6 to 10 years of experience in IT Service Management, including a minimum of 3 years of hands-on expertise in ServiceNow Incident and Problem Management.

- ITIL v4 Foundation certification (Intermediate modules preferred).

- Proven exposure to governance, compliance, and audit requirements.

- Familiarity with cloud environments, DevOps methodologies, and agile change practices.

- Strong experience in managing major incidents (P1/P2) and leading Root Cause Analysis (RCA) sessions.

- Solid technical background with a strong understanding of IT infrastructure, applications, and monitoring tools.

- Exceptional communication, facilitation, and stakeholder management skills.

- Demonstrated ability to multitask, prioritize effectively, and perform well under pressure.

Key Competencies

- Customer-first mindset with strong ownership.

- Excellent communication and stakeholder management skills, both written and verbal.

- Strong analytical and problem-solving skills with the ability to diagnose complex technical issues.

- Collaboration and influencing across teams.

- Process-oriented with focus on continual service improvement.

- Strong documentation and reporting abilities.

- Familiarity with enterprise monitoring and observability tools (e.

, Splunk, Dynatrace, AppDynamics, Prometheus, or equivalent).

- Ability to work under pressure during major incidents and drive resolution within deadlines.

- Exposure to ServiceNow (SNOW) Problem & Incident Management modules is desirable.

- Proactive and detail-oriented approach with continuous improvement mindset.

- Familiarity with enterprise security, compliance, and risk management frameworks.

Our Values

If you want to know the heart of a company, take a look at their values.

Ours unite us.

They are what drive our success and the success of our customers.

Does your heart beat like ours? Find out here : Core Values

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status

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