Track Lead - ServiceNow,JavaScript

Job Summary

PROBLEM COORDINATOR

• Understand the Problem Request and qualify it to be a valid Problem that justifies to be a Known Error and requires Problem Investigation and resolution

• Create and own the lifecycle of Known Error records in the Known Error Database

• Identify the resources required from various Technology Tracks (if required, also vendors) to work on the Problem record, in order to investigate, analyze and resolve the Problem

• Document and communicate to the Service Desk, the recommended workarounds in order to support Incident Management efficiency

• Document the Root Cause analysis actions, identified Root Causes and initiate actions (including any Changes) required to resolve the Known Errors and Problems

• Communicate with the Problem Management Process Owner, in order to highlight any improvements identified in the Problem Management process, tools, documentation or people’s

• Receive and Record approved Known Errors in designated tools in with adequate details and consistency of language and format

• Maintain Known Error Records with the Problem and Incident Records relationships

• Update Known Error Records to include recommended Workarounds

• Optimize KEDB search facility based on feedback and inputs from the Incident Management staff and Service Desk

• Periodically conduct the KEDB housekeeping after new releases are made on applications and infrastructure, fixing the Known Errors and Bugs

Key Responsibilities

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Skill Requirements

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Other Requirements

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