Overview

Role- Application Support Analyst-Servicenow

Location- Chennai, Bangalore, Hyderabad & Coimbatore

Annalect is currently looking for a highly motivated and dynamic individual to join our technology team as a Technology Operations Analyst. In this role, you will play a crucial part in User access management, New Client creation within Tool, as well as tracking their application usage and health. Your responsibilities will also include interacting with user and product owner teams.

Furthermore, as part of your role, you will act as an L1 support team member, providing support to global users. This will involve understanding user requirements and assisting them to get right access in timely manner.

We are seeking someone who is proactive, detail-oriented, and capable of effectively managing multiple tasks and deadlines. Strong communication skills and the ability to collaborate with different teams will be essential in this position.

Responsibilities

We are seeking a proactive and detail-oriented Application Support Analyst with 2–5 years of experience to join our team. The ideal candidate will have hands-on experience in ServiceNow, excellent communication skills, and a passion for resolving issues effectively. You will play a key role in supporting business applications, ensuring smooth operation, and collaborating with cross-functional teams.

Key Responsibilities:

• Provide L1/L2 application support and resolve incidents/tickets within defined SLAs
• Work with ServiceNow for ticketing, tracking, and documentation
• Troubleshoot issues, perform root cause analysis, and implement resolutions
• Communicate effectively with internal users and technical teams
• Escalate issues to relevant teams and follow through to resolution
• Support application upgrades, patches, and configuration changes
• Document processes, FAQs, and known issues in a knowledge base.
• Work in rotational shifts (if applicable) and ensure 24/7 support coverage.

Qualifications

Required skills:

• 2–5 years of experience in Application Support or IT Support
• Strong experience using ServiceNow (ticketing, incident management, reporting)
• Excellent problem-solving and analytical skills
• Strong verbal and written communication skills
• Familiarity with ITIL processes
• Ability to prioritize and manage multiple tasks
• Basic understanding of databases, SQL, or scripting is a plus
• Experience with any monitoring tools (e.g., Splunk, Dynatrace) is an added advantage