Expert IT Service Management Professional

2 weeks ago

nagpur, India beBeeServicemanagement Full time

IT Service Management SpecialistAs a key member of our team, you will be responsible for providing support for the Managed Services tool sets and supporting processes and procedures.This includes providing daily support for operational needs and managing ticket distribution to ensure all client access management requests are handled on time.You will also provide Subject Matter Expert (SME) support for the ITSM ticketing system.Reporting to the Manager, Application Development, Managed Services, you will regularly engage with system stakeholders and cross-functional teams to ensure the smooth, ongoing operation of our Keystone Technical Support Center and ticket management systems, as well as their proper evolution to meet ever-changing business needs.Main Responsibilities:Act as SME with respect to technical and functional design requirements, general data concepts, mapping, and relationships.Troubleshoot and fix issues related to Service Now.Provide administrative support for users, roles, and groups.Provide technical support for the existing ServiceNow environments, applications, and modules.Maintaining and reviewing the effectiveness and efficiency of all ITSM processes.Support the upgrades and evolution of ServiceNow.Monitor assignment group queues in ServiceNow and proactively assume ownership of incidents and requests.Work with other members of the Platform team on an as-needed basis to ensure that the design and processes meet technical requirements.Validate Service request requirements and work them to completion in ServiceNow.Participate with operational teams to identify enhancement opportunities for improvement and work to implement enhancements.Benefit Package:What We Offer:A comprehensive benefit package that includes medical, dental, and vision coverage.Generous paid time off and holidays.Ongoing training and development opportunities.A dynamic and supportive work environment.System Administration:Duties and Responsibilities:Build and maintain key artifacts for operational support (process and procedure documentation, workflows, checklists, etc.).Provide training and guidance to support teams, including new hire onboarding, and new features.System Audit requirements – regularly review access management to key systems to ensure that systems are secure and audit requirements are met.Designing, developing, and configuring workflows, forms, scripts, and underlying logic in ServiceNow.Contributing to QA strategy, including solutions for unit, regression, and acceptance testing.Collaborating on code integration/test/deployment.Maintaining ServiceNow certification and following the learning track.Regular participation in ServiceNow webinars and training sessions.Applying knowledge from ServiceNow training modules to improve processes.Regularly updating system plug-ins and applications for optimal performance and security.Performing system audits of business rules, error logs for integrations, and email transaction failures.Reporting and data analysis.

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