Bain & Company, Inc.

COMPANY PROFILE 

Bain & Company is one of the top management consulting firms in the world that helps the world’s most ambitious change makers define the future. 
Across 65 cities in 40 countries, we work alongside our clients as one team with a shared ambition to achieve extraordinary results, outperform the competition, and redefine industries. We complement our tailored, integrated expertise with a vibrant ecosystem of digital innovators to deliver better, faster, and more enduring outcomes. 
The firm established several functions in the Indian market early 2000s and its remit across functions has expanded over time. Since 2019, these functions have become part of Global Business Services (GBS). Global Business Services (GBS) is a network of five interconnected business-function hubs across India, Poland, Malaysia, Mexico and Portugal, serving Bain globally to run our business, support other functions, and help drive innovation internally. We are over 1000 business professionals – serving functions in operations, HR, finance, legal, tech, marketing, research, and data analytics – who support our offices globally.  Our mantra of “shared innovation, seamless execution,” underpinned by a passion for results, teamwork, and creativity, helps Bain stay at the top of our game operationally.

PROFILE SUMMARY
This position plays a critical role in both the implementation of new modules as well as the maintenance/continuous improvement of existing modules.  The Analyst works with platform users from internal customer teams to understand the business needs and recommend solutions. This position is then responsible for configuring the platform to meet these requirements.  This may involve working closely with a Software Implementation (SI) vendor or other team members on larger projects and independently on smaller initiatives. 

RESPONSIBILITIES

Extend Bain’s emerging ServiceNow platform by implementing critical new capabilities and developing/coding required extensions (40%)

• Recommend and implement solutions to meet business requirements, utilizing a core understanding of ServiceNow capabilities. This will be as part of a team on larger initiatives and independently on smaller initiatives.
• Work with internal teams to review, test, and implement configuration changes in implemented ServiceNow products.
• Provide configuration/implementation support to ServiceNow project teams.
• Advocate and implement solutions where ServiceNow can be utilized to automate manual processes.
• Research and test potential solutions to solve non-standard scenarios
• Assist in building new ServiceNow integrations 
  
  

Maintain and optimize ServiceNow implementation through thoughtful and timely system administrator duties (40%)

• Recommend and implement solutions to meet business requirements, utilizing a core understanding of ServiceNow capabilities. This will be as part of a team on larger initiatives and independently on smaller initiatives.
• Design and configure ServiceNow reports and dashboards required to support business needs 
• Assist internal ServiceNow users to resolve support issues directly or as escalated from other team members.
• Proactively monitor the stability and usability of the platform across environments, taking action where necessary
• Lead the creation of Service Catalog items, including creating appropriate documentation and associated Knowledge Base articles.
• Perform platform upgrade planning and execution with the assistance of the ServiceNow team

Maintain a current and comprehensive understanding of the ServiceNow platform (10%)

• Stay current on Bain's utilization of ServiceNow and changes to those products due to upgrades
• Review the documentation around best practices for using ServiceNow to ensure clear and concise direction.

Assist with knowledge transfer within Bain’s ServiceNow team and lead knowledge transfer with internal customers.  (10%)

• Create and maintain relevant knowledge base articles associated with ServiceNow.
• Translate complex system processes into user friendly language to aid in the creation of communications and training documentation

QUALIFICATIONS & EXPERIENCE 

• 3-5 years of experience as a ServiceNow Administrator
• 2-4 years of IT support experience preferred
• Associate's/Bachelor’s degree or an equivalent combination of education, training and experience 
• Proven strong logic, analytical and technological skills
• Strong communication and customer service skills
• Demonstrated ability to learn and troubleshootindependently
• Ability to understand and modify JavaScript
• Experience with client-side and server-side scripting
• Ability to work independently and within teams
• Good to have ServiceNow Certified System Administration & ITIL certification
  
  

WHAT MAKES US A GREAT PLACE TO WORK
We are proud to be consistently recognized as one of the world's best places to work, a champion of diversity, and a model of social responsibility. We are currently ranked the #1 consulting firm on Glassdoor’s Best Places to Work list, and we have maintained a spot in the top four on Glassdoor's list for the last 15 years. We believe that diversity, inclusion, and collaboration are key to building extraordinary teams. We hire people with exceptional talents, abilities, and potential, then create an environment where you can become the best version of yourself and thrive both professionally and personally. We are publicly recognized by external parties such as Fortune, Vault, Mogul, Working Mother, Glassdoor, and the Human Rights Campaign for being a great place to work for diversity and inclusion, women, LGBTQ, and parents.