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About H.E. Services:At H.E. Services vibrant tech Center in Hyderabad, you will have the opportunity to contribute to technology innovation for Holman Automotive, a leading American fleet management and automotive services company. Our goal is to continue investing in people, processes, and facilities to ensure expansion in a way that allows us to support our customers and develop new tech solutions. Holman has come a long way during its first 100 years in business. The automotive markets Holman serves include fleet management and leasing; vehicle fabrication and up fitting; component manufacturing and productivity solutions; powertrain distribution and logistics services; commercial and personal insurance and risk management; and retail automotive sales as one of the largest privately owned dealership groups in the United States.Join us and be part of a team that's transforming the way Holman operates, creating a more efficient, data-driven, and customer-centric future.Roles & Responsibilities:- Supports application software and performs application upgrades following established procedures. - Provisions for new users and administrator users' access rights to applications/systems. - Installs application patches following established procedures. - Troubleshoots, identifies and solves technical problems. - Interfaces with vendors, developers, and infrastructure teams to ensure timely problem resolution. - Maintain system/application documentation and operational procedures. - Monitors and manages application availability, capacity, and performance based on established performance metrics. - Review all alerts for accuracy and take steps to re-mediate the issue. - Responsible for troubleshooting and supporting end-user/business team issues connecting to or using applications/systems. - Responsible for moving changes submitted by developers between Dev, QA, and Production. - Responsible for testing changes submitted by developers and coordinating business acceptance testing and approval. - Responsible for DR planning and testing of assigned applications/systems. - Develops system standards and procedures. - Develops and distributes application documentation for support and for end-user reference. - Works with development teams to test and approve modifications to applications. - Works with out-of-the-box application modules/ tools to develop support for business requests. - Trains and mentors other team members. - Troubleshoot and resolve issues related to ServiceNow functionality and performance. - Collaborate with the ServiceNow Architect to translate business requirements into technical solutions. - Apply Agile/Scrum methodologies to Development in support of the Solutions Architect. - Develop and configure custom applications, workflows, business rules, UI policies, and client scripts within ServiceNow. - Assist in the design and implementation of integrations between ServiceNow and other enterprise systems. - Support platform planned upgrades, feature releases, patching, and performance optimization. - Create and maintain end-user documentation, including configuration and custom processes. - Assist with data migration from other systems as needed. - Provide recommendations on best practices and efficient use of ServiceNow and other applications to streamline end-user and back-office operations. - Collaborate and align with departmental leadership and Solutions Analysts to ensure effective prioritization, scoping, and execution of projects and tasks. - Other ServiceNow-related tasks and projects assigned by management. - Perform all other duties and special projects as assigned.Education and/or Training:- A bachelor’s degree in computer science or a related field is preferred.Relevant Work Experience:- Five + years’ experience supporting IT Systems/Applications.Planning / Organizing / Managerial Knowledge:- Must be able to work in a 24-hour on-call capacity. - Must be able to work independently, with minimal supervision. - Moderate knowledge of Windows, Active Directory, and IIS - Must be capable of logical thinking and stepping methodically through a process for troubleshooting/research - Knowledge of TCP/IP, HTTP, SMTP, DNS, FTP, and SSL. - Understanding of network and database technologies (MS SQL, Oracle). - Proficient in Microsoft Office applications.Communicating & Influencing Skills:- Excellent customer service, interpersonal, and organizational skills. - Must have strong communication skills, both verbal and written. - Excellent time management and project planning skills.