Software Engineer - Greater Kolkata Area, India - Tekgence Inc

    Tekgence Inc
    Tekgence Inc Greater Kolkata Area, India

    2 weeks ago

    Default job background
    Technology / Internet
    Description

    Service Now Admin

    Key Accountabilities:


    • Monitor health, usage and overall compliance of ServiceNow and its applications;


    • Assist in building and maintaining internal technical documentation, manuals, policies, and processes;


    • Lead ServiceNow upgrade planning and execution platform upgrades; including patches,

    • Schedule and verify instance clones


    • Develop, support, and maintain system integrations


    • Develop systems integrations and process automation;


    • Manage Update Set creation and migration


    • Configure and maintain SLA, Service Request catalogue items and their associated workflows;


    • General support, administration and maintenance of the ServiceNow platform and associated applications;


    • Manage Instance Security, User/Group Access/Access Control Lists


    • Working with multiple domain set up, differing configurations of ServiceNow based on Business Unit needs


    • Working closely with IT and business partners to configure and improve core platform capabilities in accordance with ITIL best practice


    • Be the point of escalation for all technical challenges related to the platform


    • Interface with 3rd party supplier at a senior technical level to resolve issues and agree resolution actions

    Experience and expertise


    • ITIL v3 Certification


    • ServiceNow System Admin certification is a must (admin or higher);


    • 3+ years' experience with ServiceNow administration;


    • Demonstrated ability with ServiceNow incident, request, CMDB and knowledge management, Customer Service Management, and ITOM applications;


    • Experience in IT service management;


    • Ability to analyze, troubleshoot and resolve complex software application related problems;


    • Exceptional customer service skills;


    • Applies standard methodology, techniques, procedures and criteria;


    • Ability to analyze raw results, determine/resolve bottlenecks, and create meaningful documentation of testing scenarios and results;


    • Up-to-date knowledge of marketplace and technology changes pertinent to ServiceNow, monitoring tools, and ITIL processes;


    • Experience troubleshooting integration management, security, work flows, and application issues.