ServiceNow (Snow) Admin
Location: Noida, Hyderabad, Chennai, Bangalore, Pune
Experience: 5-10 years
Key Responsibilities:
- To adhere to quality standards, regulatory requirements and company policies
- To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
- To participate or contribute on new business in creation of proposals to drive Service improvement plans.
- To independently resolve tickets and ensure that the agreed SLA of ticket volume and time are met for the team.
- To provide support for on call escalations orL3 level support and doing incident and problem management
- Work on value adding activities such Knowledge base update and management, training freshers, coaching analysts and conducting interviews or participation in hiring drives.
Qualifications:
- Understanding of Configuration Management as it relates to ITIL Experience in the new ServiceNow scoped applications, Virtual agent, Performance Analytics, ATF, Predictive Intelligence, Agent Workspace, Mobile app etc., Web Services Integration (SOAP, REST, JSON, JDBC)
- Experience implementing systems using the Agile/Scrum methodology Fundamental knowledge of networking including TCP/IP ports and firewalls, network protocols, and IP networks Strong communication, Strong presentation and writing skills.
- Excellent troubleshooting skills with ability to demonstrate influence in a consultative fashion to stakeholders and other team members.
- Administration of a ServiceNow instance including the delegation of groups, modification of CMS, workflows, business rules, UI actions, UI policies, ACLs, dictionary, catalog items and updates of all other existing solutions requiring revisions
Preferred Skills:
- Minimum ServiceNow CSA certified.
- ITIL certification / CIS/ ServiceNow certification is an advantage
