Ba Servicenow Supervisor

3 weeks ago

Sushant Lok Delhi Delhi, India RSM US LLP Full time

Level - Supervisor

Role - Support Lead

Essential Duties and Responsibilities:

- Managing and supervising support staff
- Maintaining records and writing reports
- Providing cross-vendor communication in a multi-vendor environment
- Stakeholder engagement, communication, and training
- Support customers across various time zones
- Working with cross-functional teams
- Providing on-call support
- Assessing problems
- Identifying and assessing technical solutions
- Troubleshooting and solving existing problems
- Managing enhancements using an Agile Framework.
- Monitoring SLA
- Act as escalation point

Basic Qualifications:

- Minimum 7 years of total IT experience
- Minimum 5 years of ServiceNow Support and Development experience
- BE/BTech degree in Computer Science, Information Systems or equivalent field
- ITIL Foundations v3 certified, v4 preferred - good to have
- ServiceNow Certifications - CSA - mandatory plus 1 mainline certification, CIS-MSP preferred - implementation specialist certification should be fine.
- Knowledge, Skills and Abilities:

- Experience with ServiceNow modules - ITSM, SPM, ITOM, ITAM, CMDB
- Experience with resolving issues within strict SLA timelines
- Ability to work in shifts or out of standard working hours
- Experience with standardizing and documenting support procedures and knowledge for client accounts

Professional Requirements:

- Strong written and oral communication skills including presentation skills
- Strong problem solving and troubleshooting skills
- Proven success in contributing to a team-oriented environment
- Proven ability to work creatively and analytically in a problem-solving environment.

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