Job Description

 1. PURPOSE OF THE JOB



Systems Configuration in ServiceNow



Assist with KPI and reporting



Developments to enhance systems functionality



Act as SPOC for IT Services towards ServiceNow provider



Handling Incidents in case of system downtime / disturbances, including 



communication with ServiceNow



Accountable for ServiceNow operations and availability



Participate by AM / AD Service Manager in monthly ITSM Council and Tool Review 



Meetings as needed



Ad hoc communication between customer Office and Supplier for ongoing activities 



2. PRINCIPAL ACCOUNTABILITIES 



100% adherence to SLA Timelines.



100% acknowledgement to emails addressed to you / your team.



Zero tolerance for not following SOPs as per the documentation.



Also please see JD attached in MS - Word format. (1.) To perform value addition activities such as training / mentoring,implementation of best practices, Knowledge sharing and Knowlede base review and management through effective & timely documentation (2.) To ensure positive customer feedback and satisfaction through calls / discussion to ensure correct resolutions (3.) To adhere to agreed process and quality standards; and, company policies (4.) Participate in architectural reviews and suggest improvements to generate more EN opportunuities or to reduce the cost (5.) To perform Root Cause Analysis and problem management to ensure that the correct resolutions are provided for capacity planning and architectural planning (6.) To resolve all tickets / incidents and escalations in adherence to SLA timelines and security guidelines





Salary: Not Disclosed by Recruiter

Industry: IT-Software / Software Services

Functional Area: IT Software - Application Programming, Maintenance

Role Category: Outside Consultant

Role: Outside Consultant

Desired Candidate Profile

PG - Post Graduation Not Required
Doctorate - Any Doctorate - Any Specialization, Doctorate Not Required

Key Skills

Key Skills

. Not Mentioned

Qualification

. Not Mentioned

Additional Qualification

. Not Mentioned

Industry

. Information Technology-IT

Functional Area

. IT-Software & Application

Job Role

. System Analyst

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