Sr. ServiceNow Analyst

3 weeks ago

Bengaluru, India Levi Strauss & Co Full time

JOB DESCRIPTION

Purpose:

The Sr. ServiceNow Analyst is responsible for leading and managing a team and help general support duties such as working Incident, request, problem, change and defects. Helps organize and maintain CMDB accuracy, reliable auditing, and record keeping. Respond to production problems, recommend, and implement immediate resolution efforts across ServiceNow technology areas.

Key Results:

Lead & support DevOps team (managing development & operations)

Part of Agile team and develop solutions as per the user stories.

Adhere to defined SLAs in ITSM (Incident, Problem, Change, SDLC, etc).

Perform daily, weekly, monthly proactive health and best practice checks including remediation.

Lead and/or support ServiceNow platform upgrades for both minor and major updates.

Participate in SDLC activities related to IT and HR Service Delivery.

Assign points to Stories to validate time spent doing development work.

Create test cases (ServiceNow ATF, HP ALM) to detect defects/issues prior to code promotion into Production.

Key Responsibilities:

Develop solutions as per the user stories.

Lead and collaborate with other resources

Resolving incident tickets within published SLA’s.

Involvement with escalations and incident management including post incident reporting.

Work directly with end users to resolve support issues within ServiceNow.

Assist in troubleshooting patch/release management issues.

Works with IT teams to automate processes, wherever possible.

Collaborate on the evaluation, recommendation, business readiness and implementation of ServiceNow technology solutions.

Help identify potential improvements to processes, procedures and software tools.

Provide training and mentoring to Level 1 peers in support of enhancements, stories, and defect tickets.

Provide preventative maintenance, troubleshooting, and problem resolution services for ServiceNow IT and HR Service Delivery.

Maintains current knowledge of ServiceNow marketplace changes, technology changes, and client business pertinent to IT and HR Service Delivery

LOCATION

Bengaluru, India

FULL TIME/PART TIME

Full time

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