What success looks like in this role:

Job Title: ServiceNow Data Model Specialist - Senior Engineer Service Management

Location: Bangalore

Who we are:

Unisys is a global information technology company that builds high-performance, security-centric solutions for the most digitally demanding businesses and governments on Earth. Unisys’ offerings include security software and services; digital transformation and workplace services; industry applications and services; and innovative software operating environments for high-intensity enterprise computing. Unisys builds better outcomes securely for its clients across the Government, Financial Services and Commercial markets. For more information, visit www.unisys.com.

Our Vision: Enhancing people’s lives through secure, reliable advanced technology.

Our Core Beliefs:

• Curiosity: We embrace the unknown and continuous learning.
• Creativity: We look past routine ways of doing things.
• Client-Centricity: Our clients’ success is our success.
• Integrity: We act ethically and honestly.

Role Mission

Responsible for the functional management and service modeling activities within ServiceNow, ensuring that Service Management requirements are properly translated, documented, and prepared for implementation within the platform.

This role serves as the bridge between business requirements and technical implementation teams, ensuring that service structures, catalogs, approval workflows, and operating models are accurately represented within ServiceNow.

Key Responsibilities

ServiceNow Functional Management

• Manage ServiceNow-related requests and enhancements.
• Perform functional analysis of Service Management requirements.
• Ensure requirements are documented and translated into implementation-ready specifications.
• Support continuous improvement initiatives within the platform.
  

Requirements Analysis

• Analyze requirements for new capabilities.
• Review requests for service improvements.
• Assess impact to existing service structures and operating models.
• Prepare business requirements for implementation teams.
  

SLA and KPI Design

• Define new Service Level Agreements (SLAs).
• Design and maintain Key Performance Indicators (KPIs).
• Ensure ServiceNow service models support reporting and governance requirements.
• Support measurement and performance management capabilities.
  

Workflow Governance

Manage and support workflow design and approvals for:

• Change Management
• Problem Management
• Request Management
• Service Request Fulfilment

Ensure workflows remain aligned with Service Management standards and operational requirements.

Service Model Design

Develop and maintain:

• Service Offerings
• Service Catalog Structures
• Resolver Groups
• Approval Groups
• Support Models

Support the operational design of new and existing services within ServiceNow.

Implementation Support

• Complete implementation workbooks for new services and capabilities.
• Coordinate with technical teams responsible for platform configuration.
• Provide guidance on functional requirements.
• Validate configurations against business requirements.
  

Governance and Continuous Improvement

• Participate in governance activities related to service modeling.
• Identify opportunities for process optimization.
• Ensure solutions align with Service Management best practices.
• Support ongoing service model maturity initiatives.
  

#LI-RB1

You will be successful in this role if you have:

Any degree and 4-6 years’ relevant experience OR equivalent combination of education and experience

ServiceNow

Strong functional knowledge of:

• ServiceNow Platform
• Service Catalog
• Service Offerings
• Workflow Management
• Approval Processes
• Resolver Group Structures
• Service Model Design
  

Service Management

• Strong IT Service Management knowledge
• Strong ITIL knowledge
• Understanding of Service Catalog Management
• Understanding of Service Offerings
• Understanding of CMDB concepts
• Understanding of ITSM operational processes
  

Business Analysis and Documentation

• Ability to gather and document requirements.
• Translate business needs into functional specifications.
• Build implementation-ready documentation.
• Work effectively with both business and technical teams.
  

Important Clarification

This role does not require deep technical development expertise in ServiceNow and is not expected to perform complex platform configuration or development activities directly.

The primary responsibility is to:

• Analyze
• Model
• Document
• Govern
• Coordinate implementation
  

For complex technical configurations, this role works alongside specialist ServiceNow engineering teams.

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.

If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [email protected]. US job seekers can find more information about Unisys’ EEO commitment here.