Application Systems Analyst

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 ServiceNow platform (ITSM or similar modules).
• Proven experience in incident, problem, change, and release management processes within an ITSM environment.
• Strong understanding of ServiceNow platform administration, configuration, and operational workflows best practices.
• High sense of ownership and accountability for operational performance, ensuring reliability and continuous improvement.
• Proven ability to analyze and resolve complex technical or operational issues, escalating effectively when required.
• 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 on-call rotations for major incident coverage, providing critical support during high-impact events.

Who We Are
Koch creates and innovates a wide spectrum of products and services that make life better. Our work spans a vast number of industries across the world, including engineered technology, refining, chemicals and polymers, pulp and paper, glass, electronics and many more. Headquartered in Wichita, Kansas, Koch employs about 120,000 employees across the globe.

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.