Servicenow ITSM

About Company :

They balance innovation with an open, friendly culture and the backing of a long-established parent company, known for its ethical reputation. We guide customers from what’s now to what’s next by unlocking the value of their data and applications to solve their digital challenges, achieving outcomes that benefit both business and society.

About Client:

Our client is a global digital solutions and technology consulting company headquartered in Mumbai, India. The company generates annual revenue of over $4.29 billion (₹35,517 crore), reflecting a 4.4% year-over-year growth in USD terms. It has a workforce of around 86,000 professionals operating in more than 40 countries and serves a global client base of over 700 organizations.

Our client operates across several major industry sectors, including Banking, Financial Services & Insurance (BFSI), Technology, Media & Telecommunications (TMT), Healthcare & Life Sciences, and Manufacturing & Consumer. In the past year, the company achieved a net profit of $553.4 million (₹4,584.6 crore), marking a 1.4% increase from the previous year. It also recorded a strong order inflow of $5.6 billion, up 15.7% year-over-year, highlighting growing demand across its service lines.

Key focus areas include Digital Transformation, Enterprise AI, Data & Analytics, and Product Engineering—reflecting its strategic commitment to driving innovation and value for clients across industries.

Job Description

Location - PAN India

Technical Specialist ITSM

• Must have experience in ITSM, Integrations, support and operations activities
• Must have experience in code and update set migrations and deployment activities
• Responsible for working on the module design, giving technical inputs to custom configurations
• Strong predisposition to achieve functionality with minimal customization
• ServiceNow configuration, Knowledge Management, IT portal customizations, JavaScript, SNOW Integration to 3rd party applications, Inbound modules
• Understand integration and dataflow diagrams, and designing the APIs that can be a point of stability to reconfigurations
• Good in problem analysis and RCA/ RITM/SLA and Major Incident management
• Knowledge of REST APIS, Oath and Tokens generations
• Knowledge of RITMs and Catalogs development, Flow approvals, CMDB etc
• Should be able to support user acceptance testing – UAT
• Should support KT and handover to operations
• CAD certification is mandator/ CSA Administrator
• Good in SOPs creations and maintenance
• Hands on to ServiceNow patch and upgrade knowledge/ cloning
• Must have 5+ years of experience in ServiceNow

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Do

• Ensure timely response of all the tickets raised by the client end user
• Service requests solutioning by maintaining quality parameters
• Act as a custodian of client’s network/ server/ system/ storage/ platform/ infrastructure and other equipment’s to keep track of each of their proper functioning and upkeep
• Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe
• Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
• Provide an acceptance and immediate resolution to the high priority tickets/ service
• Installing and configuring software/ hardware requirements based on service requests
• 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
• Provide application/ user access as per client requirements and requests to ensure timely solutioning
• Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer
• Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
• Coordinate with on-site team for complex problem resolution and ensure timely client servicing
• Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner