ServiceNow Technical Lead

3 days ago

Vadodara, Gujarat, India beBeeServicenow Full time ₹ 60,00,000 - ₹ 1,20,00,000
Job Title: ServiceNow Technical Lead

Overview

We are seeking a highly skilled ServiceNow technical lead to support our multi-tenant environment. The successful candidate will be responsible for resolving and troubleshooting platform-related incidents and problems, reporting, contact management, user management, and maintaining our CMDB while supporting both MSP and NOC operations through Customer Service Management.


Key Responsibilities
  • Incident Management: Monitor, triage, and resolve ServiceNow platform incidents across multiple domains.
  • Root Cause Analysis: Perform root cause analysis and implement corrective actions to prevent recurring issues.
  • Cross-Functional Collaboration: Collaborate with cross-functional teams to ensure timely incident resolution.
  • Documentation: Maintain incident documentation and knowledge base articles.

System Administration & Maintenance
  • Domain Separation: Administer ServiceNow instances with domain separation configurations.
  • System Upgrades: Assist with system upgrade cycles and release management.
  • Fix Scripts: Develop and execute fix scripts to update system-wide records.
  • System Health Checks: Perform regular system health checks and preventive maintenance.
  • User Access: Manage user access, roles, and permissions across separated domains.

Reporting & Analytics
  • Dashboard Creation: Create and maintain operational dashboards and reports for stakeholders.
  • KPI Reporting: Generate KPI reports for MSP and NOC operations.
  • Custom Reports: Develop custom reports to support business requirements.
  • System Performance Metrics: Monitor system performance metrics and usage analytics.

Contact & Configuration Management
  • Contact Databases: Maintain accurate contact databases and user records.
  • CMDB Integrity: Update and validate CMDB data integrity across domains.
  • Asset Lifecycle Processes: Manage asset lifecycle processes and documentation.
  • Data Consistency: Ensure data consistency and quality across all modules.

MSP & NOC Support
  • Tech Support: Provide technical support for Managed Service Provider operations.
  • NOC Activities: Support Network Operations Center activities and workflows.
  • Application Configuration: Configure and customize applications to meet operational requirements.
  • Service Catalog Management: Assist with service catalog management and workflow automation.

Requirements
  • Proven Experience: Proven experience with ServiceNow domain separation implementation and management.
  • ServiceNow Knowledge: Strong understanding of ServiceNow platform architecture and modules.
  • Scripting Skills: Experience with fix scripts, business rules, and workflow development.
  • Technical Skills: Proficiency in JavaScript, HTML, CSS, and ServiceNow scripting.
  • ITIL Knowledge: Knowledge of ITIL processes and best practices.
  • MSP & NOC Experience: Experience supporting MSP and NOC environments.
  • Analytical Skills: Strong analytical and problem-solving skills.
  • Communication Skills: Excellent communication and documentation abilities.

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