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