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Senior Consultant

3 months ago

Noida, Uttar Pradesh, India HCLTech Full time
Job Description ServiceNow _ITOM
Key activities
Work on incidents and requests for any reported.
User and Group Administration in ServiceNow
Inbound Email Actions
Work on ad-hoc requests from Alkermes and escalate it to ServiceNow support team (third party) whenever needed.
Troubleshoot issues reported on ServiceNow and escalate it to ServiceNow support team (third party) as and when required.
Communicate details between Alkermes and ServiceNow support team (third party) on any service now related communication.
Participate in all ServiceNow support team (third party) calls on ServiceNow management and case discussion.
Plan for release of items/enhancements.
Requirement gathering and design functional flow for catalog items
SPOC for CMDB including discovering CIs, troubleshooting discoveries, maintaining CI Integrity, Service Mapping for CIs.
Regular health check for CMDB and Orphaned CI and work on fixing the same.
Manage and report on license usage for compliance.
Available on call for any critical issues that require urgent attention.
10% travel to other sites as required.
CMDB & CSDM, Auto Discovery, Event Management and Agent Client Collector Implementation.
Roles and Responsibilities

  • The role will not be strictly technical and client currently has a 2-year agreement with another vendor to manage their environments. Technical portion may be limited to change evaluation and defining best implementation practice for established support vendor.
  • Client has significant, internal, changes that it needs to promote internally as well ideally setting up more constructive communication channels between ourselves and HCL (predicated on SNOW data analysis)

Examples would be:
a.
Promoting user of Service Layer for capturing application portfolio (and maintaining via analytics)
b.
Promoting use of data mapping to capture service environment (and maintaining via analytics)
c.
Incorporating and disseminating SNOW metrics across the IT organization
i.
Service Portfolio
ii.
Hardware / Host portfolio
iii.
Trending Issues (By CMDB, CI)
d.
Promoting better analytics across IT

  • Assisting client in all change evaluation across ITSM / Analytics / CMDB / General Platform as we receive and evaluate requirements.
  • Assisting client in leading monthly change meetings with HCL and Internal Teams so we can promote best practice and capture & resolve requirements.
  • Assisting client in Bi-Monthly steering committee review as we define and request IT Management review of platform strategic direction.
(1.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team. (2.) To provide support for on call escalations orL3 level support and doing incident and problem management (3.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives. (4.) To adhere to quality standards, regulatory requirements and company policies (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases (6.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans.