Senior Administrator - ServiceNow, IT Service Management

Job Summary

Administer and support Service Now Field Service Operations (FSO) modules including configuration, workflows, scheduling features, and mobile app configuration

• Perform incident resolution, user support, and defect fixes related to FSO functionalities at L2 level

• Configure and maintain work orders, dispatching rules, dynamic scheduling, mobile agent setup, Contractor Portal management, and integrations

• Collaborate with L3/Dev teams for enhancements, releases, and complex issue resolution

• Ensure data integrity, platform performance, and adherence to ITSM/ITIL processes

• Support continuous improvement, reporting, and automation initiatives within Service Now FSO Administer and support Service Now Field Service Operations (FSO) modules including configuration, workflows, scheduling features, and mobile app configuration

• Perform incident resolution, user support, and defect fixes related to FSO functionalities at L2 level

• Configure and maintain work orders, dispatching rules, dynamic scheduling, mobile agent setup, Contractor Portal management, and integrations

• Collaborate with L3/Dev teams for enhancements, releases, and complex issue resolution

• Ensure data integrity, platform performance, and adherence to ITSM/ITIL processes

• Support continuous improvement, reporting, and automation initiatives within Service Now FSO

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

Administer and support Service Now Field Service Operations (FSO) modules including configuration, workflows, scheduling features, and mobile app configuration

• Perform incident resolution, user support, and defect fixes related to FSO functionalities at L2 level

• Configure and maintain work orders, dispatching rules, dynamic scheduling, mobile agent setup, Contractor Portal management, and integrations

• Collaborate with L3/Dev teams for enhancements, releases, and complex issue resolution

• Ensure data integrity, platform performance, and adherence to ITSM/ITIL processes

• Support continuous improvement, reporting, and automation initiatives within Service Now FSO Administer and support Service Now Field Service Operations (FSO) modules including configuration, workflows, scheduling features, and mobile app configuration

• Perform incident resolution, user support, and defect fixes related to FSO functionalities at L2 level

• Configure and maintain work orders, dispatching rules, dynamic scheduling, mobile agent setup, Contractor Portal management, and integrations

• Collaborate with L3/Dev teams for enhancements, releases, and complex issue resolution

• Ensure data integrity, platform performance, and adherence to ITSM/ITIL processes

• Support continuous improvement, reporting, and automation initiatives within Service Now FSO