Application System Engineer

Job Description: Application Systems Engineer – ServiceNow Operations
Location: Bangalore, India – On-Site Role
Your Job
The Application Systems Analyst – ServiceNow Operations is responsible for
ensuring the stability, performance, and reliability of the ServiceNow platform. This
position combines strong operational ownership with collaboration across technical
and business teams to maintain service continuity, manage incidents, support
platform activities, and enable ongoing improvements. You will coordinate key
operational cycles, while providing technical and procedural support that enhances
the platform’s efficiency and user experience.
Our Team
You will join the Global Enterprise Service Management capability, a team
dedicated to enabling Koch business through transformation and innovation. Our
platform enables key lifecycle capabilities, including IT Service Management, HR
Service Delivery, Portfolio Management, Application/Infrastructure Management,
Legal Service Delivery, AI and Consumer Experience. We are a collaborative and
forward-thinking team committed to delivering scalable solutions that drive
measurable business value.
What You Will Do
Troubleshoot and resolve complex incidents, defects, and operational issues,
prioritizing escalations to maintain service continuity and meet SLAs.
Act as a key Operations contact, supporting Product Owners, BSAs, Process
Owners, Architects, and Business stakeholders.
Monitor platform health, performance and the Operations queue to identify
trends, anticipate risks, and ensure proactive resolution of potential service
disruptions.
Oversee and assess ServiceNow Hi Cases & Communications, coordinating
reviews and aligning required actions with Product Teams.
Identify and implement automation and process improvement opportunities to
streamline recurring operational activities, increase efficiency, reduce technical
debt, and enhance long-term platform sustainability.
Partner with Product Teams to provide critical operational insights and support
during sprints, influencing design and deployment decisions that improve
delivery quality, velocity, and long-term platform stability.
Coordinate latent and urgent change requests, ensuring communication,
documentation, and risk control.

Who You Are (Basic Qualifications)
Hands-on experience supporting or managing enterprise applications, preferably
within the ServiceNow platform.
Proven experience in incident, problem, change, and release management
processes within an ITSM environment.
Proven ability to analyze and resolve complex technical or operational issues,
escalating effectively when required.
Familiarity with the ServiceNow platform or similar enterprise tools, with an
understanding of core modules and their functionality (e.g., ITSM, ITOM, CMDB),
including how they support business processes.
High sense of ownership and accountability for operational performance, ensuring
reliability and continuous improvement.
Excellent organizational and communication skills, with the ability to prioritize and
manage multiple streams of work.
Experience working in a global, cross-functional, and Agile team environment.
What Will Put You Ahead
Familiarity with ITIL or ITSM frameworks, emphasizing proactive problem
management and continuous improvement.
Hands-on experience supporting or coordinating ServiceNow platform upgrades,
clones, or patching cycles.
Experience collaborating across multiple product teams, aligning operational
activities, sprint priorities, and release dependencies.
Working knowledge of ServiceNow Hi Case management, including advisory
tracking and communication with vendor support.
Experience driving improvement through automation and process optimization, as
well as monitoring or integration troubleshooting within enterprise systems.
Proven ability to lead cross-team coordination for operational changes, incident
response, or release activities.
Promote a positive team culture centered on contribution motived, collaboration,
transparency, accountability, and curiosity.
Strong communication and analytical skills to translate operational insights into
process or system improvements.
Experience participating in major incident coverage, providing critical support
during high-impact events.
At Koch companies, we are entrepreneurs. This means we openly challenge the
status quo, find new ways to create value and get rewarded for our individual
contributions. Any compensation range provided for a role is an estimate
determined by available market data. The actual amount may be higher or lower
than the range provided considering each candidate's knowledge, skills, abilities,

and geographic location. If you have questions, please speak to your recruiter
about the flexibility and detail of our compensation philosophy.

Who We Are
At Koch, employees are empowered to do what they do best to make life better.
Learn how our business philosophy helps employees unleash their potential while
creating value for themselves and the company.
Additionally, everyone has individual work and personal needs. We seek to enable
the best work environment that helps you and the business work together to
produce superior results.