Ct Servicenow Operations - Bengaluru, India - EY

Verified Company

Bengaluru, India

2 weeks ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

At EY, you'll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you.

And we're counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

T

JD for Staff - CT ServiceNow Operations
EY is a global leader in assurance, tax, transaction and advisory services. Technology is at the heart of what we do and deliver at EY. Technology solutions are integrated in the client services we deliver and are key to our innovation as an organization.

At EY, you'll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you.

And we're counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

The opportunity
EY is a global leader, driver and implementation partner of digitization programs. This role is open with ServiceNow Operations team which is part of Client Technology's ServiceNow Practice team.

This role will be responsible to provide Operational Level 2 Support for ServiceNow instances owned, managed and supported by the Client Technology ServiceNow Practice team.

Key responsibilities
At EY we believe that it is important for all support functions to be multi-disciplinary.

This requires that you demonstrate your ability to operate within a diverse team and expand your area of influence beyond "day to day support".

To satisfy these objectives, your responsibilities will include but not limited to:

- manage the day-to-day deliverables for the ServiceNow Operations team
- on-boarding of new clients onto various ServiceNow platforms supported by the team
- working and resolving case & incident tickets with end users, Transition teams, Delivery teams & other resolvers for timely resolution
- communicate and document the resolution in the tickets as per defined process
- resolve / close tickets assigned in the timely fashion and document the worklogs
- request fulfilment
- participate in change and release management process, and coordinate with Product Owners and Developers
- data management (user access management / assignment group configurations etc.)
- general operational maintenance and support of the instance (patches & upgrades)
- fetching and scheduling of reports as needed or requested
- development support (testing bugfixes, changes etc.) &
- proactive/preventative analysis of systems
- create and share technical as well as process knowledge in KBs and team meetings
- identify and report any bugs on the platform to the leads as necessary
- partake in operational testing activities as and when needed
- attend weekly / monthly / quarterly team & leadership meetings

Skills and attributes needed for success

Basic understanding of IT Service Management processes
Basic knowledge and understanding of Databases and SQL
Good at analytical thinking and problemsolving skills
Ability to work in a dynamic and virtual team environments
Active listening, confident, positive and selfstarter mindset
Excellent spoken and written communication skills
Ability to comprehend and transcribe technical documentation
Ability to communicate freely and effectively

To qualify for the role, you must have

A minimum of 02 years of work experience
University degree or diploma in Computer Science will be preferred
Experience of having been engaged within a multicultural, multidisciplined, globally dispersed team

Desired Experience

University degree or diploma in Computer Science will be preferred
Handson experience of working with any IT Service Management ticketing tool will be an added advantage

Ideally, you'll also have

Flexibility in working hours to accommodate workload and multiple time zones, as needed.

What we offer

As part of this role, you'll work in a highly integrated, global team with the opportunity and tools to grow, develop and drive your career forward.

Here, you can combine global opportunity with flexible working. The EY benefits package goes above and beyond too, focusing on your physical, emotional, financial and social well-being. Your recruiter can talk to you about the benefits available in your country.

Here's a snapshot of what we offer:
-
Continuous learning: You'll develop the mindset and skills to navigate whatever comes next.
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Success as defined by you: We'll provide the tools and flexibility, so you can make a meaningful impact, your way.
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Transformative leadership: We'll give you the insights, coaching and confidence to be the leader the world needs.
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Diverse and inclusive culture: You'll be embraced for who you are and empowered to use your voice to help others find th