ServiceNow ITOM/CMDB support

7 days ago


Bengaluru, India QAAgility Technologies Full time

Job Title: ServiceNow ITOM/CMDB support


Job Type: Hybrid (Bengaluru)


Years of Experience: 6+ Years


Skill Area: ServiceNow ITOM/CMDB support


Main Technology: ServiceNow


Mandatory Skills: (Must Have Skills):

  • ServiceNow Support, Strong understanding of ServiceNow ITOM/CMDB module and their functionality
  • Ability to work independently and as part of a team.
  • Strong attention to detail and organizational skills


Roles & Responsibilities:

  • Understand the existing functionally and customization to work on the defects
  • Act as the first point of contact for all incidents across ServiceNow ITOM/CMDB module
  • Resolve incidents and escalate more complex incidents to the appropriate team
  • Assign incidents to the correct team based on the issue
  • Communicate with users to gather additional information about incidents
  • Document incidents in ServiceNow and track progress until resolution
  • Identify trends and patterns in incidents and work with the appropriate teams to implement preventative measures
  • Provide regular reports on incident trends and resolutions to management
  • Continuously improve incident management processes and procedures
  • Create knowledge articles for known errors and faqs
  • Create or update catalog items and workflows
  • Always maintain a high level of customer service and professionalism


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