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NTT DATA Logo NTT DATA · IT - Administration

ServiceNow Knowledge Process Analyst

India, Bangalore · Job Posted June 29, 2026
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Job Description

The ServiceNow Knowledge Process Analyst is a key role within the Service Management Office, a group that enforces standardized governance methods across all ITSM processes. This new net role in the organization will manage day-to-day governance, operations and continual improvement for technology request management and technology knowledge management within the scope of those capabilities on the ServiceNow platform. In addition to managing the process day to day, this role will build and manage relationships with teams who execute the process to ensure their adherence and success.

Job Responsibility

  • Participate in the day-to-day of operation of process controls to ensure consistent and efficient execution
  • Participate in developing, monitor, and report on key process metrics to track performance, identify trends, and drive improvements
  • Identify risks and issues and support mitigation, coordinating with partners as needed
  • Collaborate with cross-functional teams to ensure onboarding of partners into use of the ServiceNow catalog with its request process and into use of ServiceNow knowledge management are trained on requirements and control execution
  • Deliver ongoing training to refresh partner understanding and share improvements
  • Participate in support for evaluations of the process by lines of defense
  • Create and maintain process documentation, including procedures
  • Participate in performance improvement efforts, including identifying opportunities, designing selected improvements, and ensuring comprehensive implementation
  • Perform other duties as assigned

Requirements

  • Minimum of 3 years of experience supporting ServiceNow in an IT Service Management process
  • Minimum of 1 years of experience managing controls for an ITSM process
  • Strong understanding of knowledge management and/or technology service request management
  • Understanding of service catalog use, structure, and operation
  • Understanding of ITSM portals
  • Experience operating a process on the ServiceNow ITSM platform

Nice to have

  • Experience with ServiceNow Knowledgebase
  • Strong collaboration and relationship building skills
  • Strong risk, issue and control management skills
  • Superb written communication skills, with a keen eye for detail
  • Proven ability to quickly learn and understand complex subject matter
  • Self-starter with ability to handle multiple assignments simultaneously
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