Application Support Analyst

We're Hiring: Application Support Analyst - ServiceNow

Work Where People Matter

At Tech Mahindra Philippines, we're more than just a BPO — we're a Certified Great Place to Work where your growth and well-being come first. With thriving hubs in Cebu and Manila, we're helping people like you build meaningful careers while making a real difference for customers around the world.

Why You'll Love It Here

· Growth you can see – promotions and career paths await

· Learning that sticks – trainings to sharpen your skills

· A workplace that cares – inclusive, supportive, and people-first

· Health coverage you can count on

· Rewards when you refer friends to join the team

Your Day-to-Day

The role provides a range of analytical and technical support services supporting, maintaining, and resolving issues with the ServiceNow application and platform.

The role is responsible for the day-to-day administration, maintenance, and support of the ServiceNow platform, ensuring optimal performance, user satisfaction, and alignment with business needs.

Key to success will be the identification of measures to achieve significant reductions in the volume of support and requests raised.

Receive, respond to, triage, and resolve incidents and requests according to agreed service levels, investigating, correcting, or escalating problems and communicating with team members, customers, and key stakeholders as appropriate.

Adhere to approved standard processes and maintain complete and accurate documentation to support further investigation and analysis.

Investigate and resolve problems through root cause analysis collaborating with business analysts and software engineers.

Assist with the implementation of agreed remedies and preventative maintenance measures.

Monitor system performance and conduct regular health checks to ensure platform stability and performance

Undertake functional configuration of platform and related components, assist in development of minor enhancements such as catalog items, applying agreed tools, techniques and processes for administering information, documentation, and change.

Contribute to the continuous improvement of capability and outcomes through provision of accurate documentation, reference materials and training where required.

Participate in testing, upgrades, and patching activities.

Collaborate proactively with Vocus team members to support delivery of high quality, targeted outcomes.

Support delivery of enhancements as assigned within the team, working under the direction of senior team members, ensuring quality in delivery through application of approved processes, and delivering complete and accurate documentation.

Ensure application, technical and business process knowledge remains current with internal developments.

Adhere to standard processes and procedures for Software Engineering and Operational Support (Vocus Accelerate).

Other tasks and duties as directed.

What We're Looking For

Demonstrated ability to work independently and collaboratively to manage the end-to-end resolution process for assigned tasks through in-depth analysis, review, and application of expert knowledge.

Experience with scripting (JavaScript, Glide, Flow Designer) within the ServiceNow environment.

Familiarity with ServiceNow integrations using REST/SOAP APIs.

Highly developed communication skills, with strong customer focus and ability to understand issues, manage expectations, gain agreement, and resolve conflicts.

Experience in enterprise application systems analysis and development, including analysis, design, development, testing, implementation, documentation, and support with a thorough understanding of the Service Delivery Lifecycle.

Experience in providing support services and developing ServiceNow to a high standard. The position requires a high level of experience in the following areas:

o ServiceNow product knowledge in the TSM domain

o Configuring ServiceNow using Business Rules, Assignment Rules, Users, Group, Roles, ACLs, Service Catalog, and Forms

o ServiceNow MID server architecture

o Over-arching license management

Strong conceptual and analytical skills and an ability to think laterally to identify practical and workable solutions.

Demonstrated organisational skills with the ability to prioritise tasks, work accurately with attention to detail, and meet deadlines.

ServiceNow Certified System Administration certification will be an advantage

Work Setup

Location: Ortigas, Pasig City (Onsite)

Shift: Dayshift, Monday-Friday

About Tech Mahindra Philippines

We're a global provider of IT and business process services, helping industries like telecommunications, healthcare, retail, banking, e-commerce, travel, and logistics. In the Philippines, we're home to thousands of talented professionals who value growth, diversity, and teamwork.

Your Next Move

If you're ready for a role where you can grow, make a difference, and enjoy the ride — we'd love to meet you. Apply today and let's get started.