ADMINISTRATOR L3(CONTRACT)

Job Description

JD for Service Now-:

Minimum 4-5 years of relevant experience in Service Now as a Developer

Strong working knowledge of Service Now ITSM modules

Strong working knowledge of Service Now CMDB:

Experience working in an enterprise organization within the same industry and of similar scale

Nuvolo module exposure is an added advantage and must

Minimum 4-5 years of hands-on Service Now development experience

Experience supporting enterprise-scale Service Now implementations

Hands-on exposure to ITSM process configuration and CMDB administration in production environments

Key Responsibilities:

Perform Service Now development activities aligned to L2 & L3 delivery expectations

Configure, customize, and enhance Service Now ITSM modules

Develop and maintain Service Now CMDB configurations:

Apply enterprise experience to support large-scale, complex Service Now environments

Utilize Nuvolo modules where applicable as part of the Service Now ecosystem

wo rate max 200k ;exp :b3 -6+yrs relevant

Location- Chennai

O

Do

• Ensure timely response of all the tickets raised by the client end user
• Service requests solutioning by maintaining quality parameters
• Act as a custodian of client’s network/ server/ system/ storage/ platform/ infrastructure and other equipment’s to keep track of each of their proper functioning and upkeep
• Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe
• Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
• Provide an acceptance and immediate resolution to the high priority tickets/ service
• Installing and configuring software/ hardware requirements based on service requests
• 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
• Provide application/ user access as per client requirements and requests to ensure timely solutioning
• Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer
• Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
• Coordinate with on-site team for complex problem resolution and ensure timely client servicing
• Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner

O

Deliver

No

Performance Parameter

Measure

100% adherence to SLA/ timelines
Multiple cases of red time
Zero customer escalation
Client appreciation emails

O

O