What you will do:
- Delivers application support within Service Level Agreements to Customer Service Module of ServiceNow business user according to ITS processes with the main focus on Incident and Problem Management
- Demonstrate ownership of assigned events and incidents through to restoration and collaborate with other support teams within the organization and external supplier
- Prioritize requests in accordance with agreed criteria and the needs of the organization in accordance with Service Level Agreements
- Plan, execute and support implementations so the applications themselves are deployed with minimal disruption to the production environment
- Investigate problems and other requests for support and determines appropriate actions
- Coordinate activities and communicate with impacted stakeholders as per incident management process
- Maintain and gain current knowledge of supported applications
- Support delivery of build projects through its lifecycle UAT, TAT, RTP and post implementation support
- Seek to continuously improve efficiency within supported application
Essential Skills:
- Advanced level of communication skills in English both written and spoken
- Positive attitude, commitment to teamwork and sensitivity to cultural differences
- Strong analytical thinking with strong drive to solve problems / problem-solving skills
- Ability to prioritize and multi-task in a fast paced, changing environment to achieve goals and deadlines
- Knowledge of Windows/Linux based systems
- Experience with supporting applications
- Basic grasp of Oracle WebLogic Server
- Strong customer focus
Must have Technical Experience:
- Functional knowledge of CSM module of ServiceNow.
- development experience with SOAP, RESTful API, scripting with ServiceNow
- Solid understanding in ServiceNow development, implementation, integration, javascript, UI policies, UI action, work flow, business rule, client script
- Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists etc…
- Have worked on multiple integrations of ServiceNow-Monitoring Tools
- Agent workspace and Chat configuration
- Past experience with instance upgrade and patching is a plus, but not required
- Hands on experience with ServiceNow CSM, ITSM, and Service Portal
- 1-2 years of hands-on experience with ServiceNow in Support role (Incident, Problem and Change management)
- Identify system deficiencies and recommends solutions continual service improvements
- Functional understanding of OpenFrame / CTI technology
- Functional understanding of NOW Experience UI Framework
- Functional understanding of JMS integrations
- Functional understanding of internationalization (i18n)
- Basic understanding of ServiceNow Machine Learning and Predictive Intelligence capabilities
- Certification:- CSA, CAD or CIS-CSM
