Servicenow ITSM

Job Description

Location - PAN India

• 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 mandatory/ 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.

Key Responsibilities:

• 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.