Service Now Operations Support

12 hours ago

India Zensar Technologies Full time

**Job Summary**:
**Key Responsibilities**:

- **ServiceNow Administration**:

- Administer, configure, and maintain the ServiceNow platform, including modules such as Incident Management, Problem Management, Change Management, Service Catalog, CMDB, ITBM.
- Manage user access, roles, and permissions.
- Monitor system performance and ensure platform stability and performance optimization.
- **Configuration and Customization**:

- Develop and implement configurations and customizations to meet business requirements.
- Create and manage workflows, forms, scripts, and business rules.
- **Training and Documentation**:

- Develop and deliver training programs for end-users and IT staff on the use of the ServiceNow platform.
- Create and maintain comprehensive documentation, including system configurations, processes, and procedures.
- Provide support and training for new features and updates.
- **Incident and Problem Management**:

- Act as the primary point of contact for ServiceNow-related incidents and problems.
- Troubleshoot and resolve issues related to the ServiceNow platform.
- Collaborate with other IT teams to resolve complex technical issues.
- **Project Management**:

- Lead and participate in ServiceNow implementation and enhancement projects.
- Coordinate with stakeholders to gather requirements, develop project plans, and ensure timely delivery of solutions.
- **Continuous Improvement**:

- Stay current with ServiceNow updates, best practices, and industry trends.
- Propose and implement improvements to enhance the functionality and efficiency of the ServiceNow platform.

**Qualifications**:

- Bachelor’s degree in Computer Science, Information Technology, or a related field is desired.
- ServiceNow Administrator Certification is required; additional ServiceNow certifications (e.g., ITSM Implementation, Application Development) are a plus.
- Proven experience as a ServiceNow Administrator or in a similar role.
- Strong understanding of IT Service Management (ITSM) principles and processes.
- Proficiency in JavaScript, HTML, CSS, and other scripting languages used in ServiceNow.
- Experience with ServiceNow integrations using REST/SOAP APIs.
- Excellent problem-solving skills and attention to detail.
- Strong communication and interpersonal skills.
- Ability to work independently and as part of a team.

**Preferred Skills**:

- Experience with Agile and Scrum methodologies.
- Knowledge of ITIL framework and ITIL certification.
- Familiarity with additional ServiceNow modules such as IT Operations Management (ITOM), and ITBM.
- Understanding of domain separation environment.

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