SeniorAdministrator - ServiceNow,JavaScript

Job Summary

Supports smooth service transition from project to operations by stabilizing services, validating readiness, and managing escalations. Acts as the primary L2 bridge between transition teams, L1 support, and L3/engineering during early lifecycle operations.

Key Responsibilities

Transition Support & Stabilization Participate in KT sessions, shadow/reverse shadow phases Validate SOPs, runbooks, and knowledge articles Ensure operational readiness (access, tools, monitoring) Support hypercare and stabilization period post go-live Incident & Escalation Management Handle L2 escalations during transition and early operations Rapid troubleshooting of new/unknown issues Ensure SLA adherence under dynamic conditions Defect & Known Error Management Identify defects from transition gaps Log, track, and coordinate fixes with L3/project teams Build Known Error Database (KEDB) Service Validation Verify monitoring alerts, dashboards, and thresholds Conduct service acceptance checks and readiness reviews Support UAT/production validation as needed Change & Release Coordination Support transition releases and early-life changes Ensure rollback plans and risk mitigation are in place Knowledge & L1 Enablement Refine knowledge base articles based on real issues Enable L1 with updated SOPs and troubleshooting guides Stakeholder Coordination Interface with transition managers, project teams, and vendors Provide daily status during hypercare (issues, risks, actions)

Skill Requirements

Strong ITIL knowledge (Incident, Problem, Change, Transition) Experience in service transition & hypercare support Advanced troubleshooting in infra/app/cloud environments Familiarity with ITSM tools (Service Now, Remedy) Strong documentation and KT validation skills

Other Requirements

4–7 years in IT operations/support Prior exposure to transition/migration projects preferred