Servicenow ITSM

About Company :

They balance innovation with an open, friendly culture and the backing of a long-established parent company. We guide customers from what's now to what's next by unlocking the value of their data and applications to solve digital challenges.

About Client:

Our client is a global digital solutions and technology consulting company headquartered in India. The company generates annual revenue of over $4.29 billion. It has a workforce of around 86,000 professionals operating in more than 40 countries.

The company operates across several major industry sectors, including Banking, Technology, Media & Telecommunications, Healthcare & Life Sciences, and Manufacturing & Consumer.

Key focus areas include Digital Transformation, Enterprise AI, Data & Analytics, and Product Engineering.

Job Description

Responsible for working on module design, giving technical inputs to custom configurations, and achieving functionality with minimal customization.

Strong experience in ServiceNow configuration, Knowledge Management, IT portal customizations, JavaScript, SNOW Integration to 3rd party applications, Inbound modules.

Understanding integration and dataflow diagrams, designing APIs that can be a point of stability to reconfigurations.

Good problem analysis and RCA/ RITM/SLA and Major Incident management skills required.

Knowledge of REST APIS, Oath and Tokens generations, RITMs and Catalogs development, Flow approvals, CMDB etc.

Ensure timely response of all tickets raised by the client end user, maintain quality parameters, and act as custodian of client's network/server/system/storage/platform/infrastucture and equipment.

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 tickets raised, create action plan to resolve the problem, ensure right client satisfaction.

Provide acceptance and immediate resolution to high priority tickets/service, Installing and configuring software/hardware requirements based on service requests.