Lead Analyst - ServiceNow Development (ITAM)

FC Global Services India LLP (First Citizens India), a part of First Citizens BancShares, Inc., a top 20 U.S. financial institution, is a global capability center (GCC) based in Bengaluru. Our India-based teams benefit from the company’s over 125-year legacy of strength and stability. First Citizens India is responsible for delivering value and managing risks for our lines of business. We are particularly proud of our strong, relationship-driven culture and our long-term approach, which are deeply ingrained in our talented workforce. This is evident across all key areas of our operations, including Technology, Enterprise Operations, Finance, Cybersecurity, Risk Management, and Credit Administration. We are seeking talented individuals to join us in our mission of providing solutions fit for our clients’ greatest ambitions.

Job Description:

Value Proposition

Enhanced visibility and control: The CMDB provides a unified, real-time view of IT infrastructure, assets, and their relationships, helping IT leaders track changes and manage incidents more effectively.

• Improved operational efficiency: By mapping the links between business services and IT infrastructure, the CMDB helps accelerate the diagnosis of service issues, understand the impact of changes, and align IT priorities with business needs.

Job Details

Position Title: Lead Analyst - IT Asset Management

Career Level:  P3

Job Category: Hybrid

Role Type: Full Time

Job Location: Bengaluru

About the Team:

FCI ITAM supports global operation collaboratively aligning with defined, approved process and procedures from driven from US.

Team is proactive, positive, and collaborative and combining strong analytical skills with the ability to communicate and influence stakeholders across various departments. They must be a self-starter who takes ownership and is adaptable to the fast-changing IT landscape.

Impact
This position is responsible for the technical aspects of solution delivery solution delivery supporting CMDB and Foundation Data supporting CSDM initiatives within the ServiceNow platform. responsibilities will include the planning, design, and development for data integrations, customization, and the automation of data processing to ensure relevant and consistent delivery of data to the platform. This is a highly collaborative role to support a data driven approach for the IT organization with measurable business outcomes.

Key Deliverables

Reporting into the Sr. Manager/AVP of IT Operations, the role will be responsible for

• Technical expertise in the ServiceNow CMDB and CSDM features and tools.
• Implements continuous improvement development initiatives while maintaining the integrity of the CMDB database schema and Foundation Data within the CSDM framework.
• Design and implement solutions for data integrations including ETL, form customization, standard list views, ACLs, and data processing automation using business rules, data manager or workflows.
• Collaborate with other developers and architects to ensure solutions are delivered on time, with high quality data, and with seamless integration with other systems and processes.
• Work within the Agile and SDLC frameworks, participates in roadmap planning, sprint planning, creation of user stories, and retrospectives.
• Work with the team to drive value of the CMDB while supporting the Configuration Management and other ITIL standards and practices.

Skills and Qualification

Functional Skills:

• Minimum eight (8) years of relevant experience in Information Technology required.       
• 2+ years’ experience in ServiceNow development and workflow designer using JavaScript, HTML, CSS, Glide, and AngularJS, PowerShell, REST or Python.
• Hands-on experience with Integration-Hub, IRE, Service Mapping, CMDB Workspace, Data Manager, Business Rules, UI Builder, Workflows, Performance Analytics, CMDB Health, ServiceNow Catalog Item development, and other key features of the CMDB.
• Experience integrating third-party systems with ServiceNow including the creation of custom APIs, ServiceNow Integration Hub and service graph connectors.
• 3+ years of professional experience with the ServiceNow platform performing project implementations that utilize the platform's capabilities (discover, design, implement, and optimize) while delivering in an Agile framework. Possesses a working knowledge of SDLC, DevOps and Agile methods with experience working with Jira.

Technical Skills:

• ServiceNow Certified System Administrator (CSA) and Certified Application Developer (CAD) certifications and other ServiceNow certifications preferred.
• ITIL v3 or v4 certification with advanced knowledge of ITIL best practices and the application of concepts a plus.
• Working knowledge of relational database systems with SQL and Graph QL a plus.

Education Requirements
Any Bachelor’s degree

Leadership Qualities

Key leadership qualities include:

• Decisiveness – Ability to make quick, informed decisions under pressure, often with incomplete information.
• Calm Under Pressure – Maintains composure and focus during chaotic situations to lead teams with clarity.
• Strong Communication – Clearly conveys updates, actions, and expectations to technical teams, executives, and stakeholders.
• Accountability – Takes ownership of incidents from start to resolution, ensuring actions are tracked and outcomes delivered.
• Collaboration – Fosters cross-functional teamwork, bridging gaps between technical and business units.
• Problem-Solving Mindset – Quickly identifies root causes and drives solutions with a proactive, analytical approach.
• Customer-Centric Focus – Prioritizes business impact and user experience while managing incidents.
• Process Evangelism – Champions best practices, standardization, and continuous improvement of the incident management process.
• Resilience – Adapts to shifting priorities and recovers quickly from setbacks or critical feedback.
• Strategic Thinking – Balances immediate resolution with long-term improvements, always looking for ways to prevent recurrence.

Relationships & Collaboration

Cross-functional collaboration: Working closely with IT, Security. Legal and Engineering teams to enhance SAM Processes and Identify improvement opportunities.

Accessibility Needs

We are committed to providing an inclusive and accessible hiring process. If you require accommodations at any stage (e.g. application, interviews, onboarding) please let us know, and we will work with you to ensure a seamless experience.

Equal Employment Opportunity

FC Global Services India LLP (First Citizens India) is an Equal Employment Opportunity Employer. We are committed to fostering an inclusive and accessible environment and prohibit all forms of discrimination on the basis of gender, religion, caste, disability, sexual orientation, economic status or any other characteristics protected by the law. We strive to foster a safe and respectful environment in which all individuals are treated with respect and dignity. Our EEO policy ensures fairness throughout the employee life cycle.