ServiceNow ITOM/CMDB Technical Expert
2 days ago
Job Overview: We are seeking an experienced ServiceNow ITOM/CMDB support engineer to join our team at QAAgility Technologies. As a hybrid employee based in Bengaluru, you will work on delivering top-notch service management solutions using ServiceNow ITOM/CMDB module.
Estimated Salary Range: ₹12-18 lakhs per annum (approximately $15,000-$23,000 USD) based on experience and location.
About the Role: In this position, you will be responsible for providing first-line support for all incidents across ServiceNow ITOM/CMDB module, resolving issues efficiently, and escalating complex cases to relevant teams. Your primary goal is to maintain high-quality customer service and professionalism while ensuring seamless incident resolution.
Main Responsibilities:
- Incident Management: Act as the first point of contact for all ServiceNow ITOM/CMDB module-related incidents, resolve them promptly, and escalate more complex issues to the appropriate teams.
- Knowledge Management: Create and update knowledge articles for known errors and FAQs to enhance user experience and reduce repeat incidents.
- Catalog Items and Workflows: Design or update catalog items and workflows to streamline incident resolution processes and improve overall efficiency.
- Reporting and Analytics: Provide regular reports on incident trends and resolutions to management, identifying areas for improvement and implementing preventative measures accordingly.
Requirements:
- Technical Skills: Strong understanding of ServiceNow ITOM/CMDB module functionality, ability to troubleshoot and resolve complex technical issues.
- Soft Skills: Excellent communication skills, ability to work independently and collaboratively as part of a team, strong attention to detail, and organizational skills.
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