Servicenow Admin

3 days ago

India G&L Consulting Full time

ServiceNow Admin
Offshore - India
Remote ( to work in EU time zones)
Contract

QUALIFICATIONS & EXPERIENCE
- Thorough understanding of the ServiceNow platform
- Thorough understanding of ITSM processes
- ServiceNow System Administrator certification, any further ServiceNow certification is considered an asset
- Basic knowledge of the agile development methodology
- Fluency in English, any other language(especially German and French)is considered as an asset

PRIMARY RESPONSIBILITIES
- Coordination of the daily operational activities related to Service Request fulfillment and Incident resolution. This includes the
- Fulfilment of Service Requests
- First assessment of Enhancement Requests
- Resolution of 1stand 2ndlevel Incidents
- Coordination of 3rdlevel Incidents with our internal development team
- Coordination of escalations to ServiceNow support via ServiceNow Support (former HI)self-service portal
- Coordination of Change Requests
- Taking ownership on our team and platform KPIs and drive the constant effort of achieving them
- Implementation of catalogue items using the workflow engine or flow designer.
- Working closely together with IT and business units to gather functional requirements, translate them in development stories(if necessary via a technical documentation), give effort estimations, and implement them based on ITIL and ServiceNow best practices
- Providing Service Now trainings to end users
- Creation of Standard Operation Procedures, Know, Error Articles, user guides and process documentation
- Monitor the health and security status of our instances, and take necessary preventive actions
- Ensure assigned project tasks required for the development, test and implementation are completed on schedule and in high quality
- Perform all other tasks as required

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