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SN Support Analyst

3 months ago

Sany, India Randstad India Full time
POs and contracts through
theServiceNow ticketing system.
Assign prioritize andescalate tickets to appropriate regional teams.
Maintainclear communication with endusers regarding the status of theirtickets and
expected resolution times.
Ensurethat all ServiceNow tickets are resolved in accordance with servicelevel
agreements (SLAs).
Develop andimplement ticket handling and escalation policies andprocedures.
Generate and analyse ticket reports toidentify trends recurring issues and areas for
improvement.
Collaborate with billing and CS teams tostreamline processes and enhance the
efficiency of theticket resolution workflow.
Train and support teammembers in the use of the ServiceNow platform.
Maintainaccurate records and documentation within the ServiceNow andNetsuite
system.
Participate in thecontinuous improvement of the ServiceNow and Netsuiteplatforms
including updates integrations andcustomizations.
Provide exceptional customer service andsupport to endusers.
Coordinate with IT team for systemenhancement and changes required.