Senior Administrator - ServiceNow, IT Service Management

Job Summary

Job Summary :

Support and execute the Service Level Management process by monitoring SLAs/SLOs, driving service performance improvements, and ensuring commitments to customers and business stakeholders are consistently met

Job Responsibilities :

Monitor and manage SLAs, SLOs, OLAs, and underpinning contracts\r\n Track service performance and identify breaches, risks, and trends\r\n Produce service performance reports and dashboards (weekly/monthly)\r\n Support service review meetings with customers and internal teams\r\n Analyze SLA breaches and coordinate corrective and preventive actions\r\n Work closely with Incident, Problem, Change, and Operations teams for SLA recovery\r\n Maintain service level documentation, targets, and agreements\r\n Ensure data accuracy across ITSM tools (Service Now or equivalent)\r\n Escalate chronic SLA risks or systemic issues to L3 SLM / Governance teams\r\n Support audits and compliance reviews related to service performance

Skill Requirement :

ITIL 4 Service Level Management (Intermediate level)\r\n Understanding of IT Operations / Service Desk processes\r\nSLA/SLO reporting and analysis\r\nITSM tools & reporting (Service Now, Power BI, Excel)\r\n Strong data interpretation skills

Other Requirement :

Attention to detail and strong follow‑through\r\n Stakeholder communication and coordination\r\n Analytical and improvement‑focused mindset\r\n Clear documentation and reporting skills

The Tools & Automation Engineer plays a crucial role in enhancing operational efficiency through the development and maintenance of automation tools. This position focuses on asset management and ITIL processes, ensuring that all solutions align with organizational standards for quality and cost. The engineer will work collaboratively to deliver high-quality code and support existing projects while responding to client requests.

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements While Executing Servicenow Functional Consulting Tasks, Ensuring Compliance With Company Policies.
2. Provide Support For Complex Incidents By Performing Root Cause Analysis And Implementing Effective Solutions To Resolve Technical And Security Issues Within The Servicenow Platform.
3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts On Best Practices In Itil And Itsm Frameworks.
4. Resolve Complex Tickets Within Agreed Slas By Collaborating With Cross-Functional Support Teams, Ensuring Seamless Operations And Maintaining A Robust Security Posture.
5. Enhance Customer Experience And Csat By Focusing On First Call Resolution, Minimizing Rejected Resolutions And Reopened Cases, And Proactively Mitigating Security Threats.

Skill Requirements

1. Advanced Proficiency In Servicenow Functional Consulting With A Strong Understanding Of Itil And Itsm Principles.
2. In-Depth Knowledge Of Incident Management, Problem Management, And Service Request Processes Within Servicenow.
3. Excellent Analytical And Troubleshooting Skills, With The Ability To Perform Root Cause Analysis And Implement Effective Solutions.
4. Strong Communication And Interpersonal Skills For Effective Collaboration And Customer Interaction.

Other Requirements

1. Itil Foundation Certification Is Optional But Valuable.
2. Servicenow Certified System Administrator Certification Is Optional But Valuable

Job Description :

SLA/SLO achievement rate\\\\r\\\\n Reduction in repeat SLA breaches\\\\r\\\\n Timeliness and accuracy of reports\\\\r\\\\n Effectiveness of improvement actions\\\\r\\\\n Customer and stakeholder satisfaction