MS Platform Analyst
4 weeks ago
Key Job Responsibilities and Accountabilities:
1. Support and maintain the health of the ServiceNow environments.
2. Update and track active cases and client tickets for incidents, requests, questions, enhancements, and defects, adhering to customer SLAs
3. First point of contact for User enquiries and technical issues
4. Address client incidents and requests, including assessing non-routine circumstances and using sophisticated problem solving techniques to identify causes and/or issues
5. Resolves and assesses a wide range of issues with a diverse scope, and works to resolve them in creative ways and suggests variations in approach; expected to devise solutions based on limited information and adapts existing approaches to resolve issues Platform administration to meet client requirements
6. Configure requested items and tasks using workflows
7. Handle Upgrade, Cloning and Patch Management to ensure instance is current
8. Monitor performance to ensure platform health
9. Monitor CMDB Health
10. Maintain detailed records, documentation and playbooks for the platform
11. Should be available in EST/PST time zone to support client.
May perform additional duties as assigned.
Skills, Knowledge, and Abilities: 1. Strong written and verbal communication skills 2. Strong attention to detail 3. Basic technical skills 4. Broad understanding of the ServiceNow domain areas 5. Comfortable working in a matrixed organization
Education and Experience:Bachelors degree and/or equivalent work experienceCertifications: ServiceNow Certified System Administrator (CSA)Relevant ServiceNow certifications including micro certs in CMDB, Flow Designer.
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