SeniorAdministrator - Problem Management, ServiceNow

Job Summary

• Engage and coordinate in implementing the problem management process

• Apply standard problem management techniques to establish permanent/workaround to complex issue.

• Reviewing RCA’s from logical and quality prospective

• Following 5 why’s technique in determining the Root cause of the issue

• Standardize and active engagement in governance of the problem processes.

• Running and managing monthly Problem management board and RCA’s review meetings.

• Managing proactive and reactive problem management through service now on daily basis.

• Getting involved in analyzing the Incident trends on daily basis and sharing reports/findings with relevant stakeholders.

• Driving Service Level Adherence for P1 problem tickets in terms of submitting RCA’s with relevant stakeholders within the stipulated time frame.

• Working on weekly & monthly, internal and external D&Os

Key Responsibilities

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Skill Requirements

Requirement\Certifications

• ITIL Foundation is a must, ITIL Intermediate is preferred

• Exceptional Customer service skills and client focus

• Coordination, negotiation, and persuasion skills

• Ability to work with all levels of client and internal resources

• Strong oral and written communication skills with the ability to communicate technical information in non-technical language

Other Requirements

1. Itil Foundation Certification (Optional But Valuable).

2. Servicenow Certified Administrator (Optional But Valuable)