Role details
Job description
Job Description
| JD for Service Now- | ||
| Minimum 4-5 years of relevant experience in ServiceNow as a Developer | ||
| Strong working knowledge of ServiceNow ITSM modules | ||
| Strong working knowledge of ServiceNow CMDB | ||
| Experience working in an enterprise organization within the same industry and of similar scale | ||
| Nuvolo module exposure is an added advantage and must | ||
| Minimum 4-5 years of hands-on ServiceNow development experience | ||
| Experience supporting enterprise-scale ServiceNow implementations | ||
| Hands-on exposure to ITSM process configuration and CMDB administration in production environments | ||
| Key Responsibilities | ||
| Perform ServiceNow development activities aligned to L2 & L3 delivery expectations | ||
| Configure, customize, and enhance ServiceNow ITSM modules | ||
| Develop and maintain ServiceNow CMDB configurations | ||
| Apply enterprise experience to support large-scale, complex ServiceNow environments | ||
| Utilize Nuvolo modules where applicable as part of the ServiceNow ecosystem | ||
| wo rate max 200k ;exp :b3 -6+yrs relevant | ||
| Location- Chennai |
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Do
- 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 clientâÂÂs network/ server/ system/ storage/ platform/ infrastructure and other equipmentâÂÂs 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
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Deliver
| No | Performance Parameter | Measure |
| 1. | 100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails |