Description

Manage ServiceNow platform administration and incident management within a 24/7 operational environment. Own the release pipeline and implementation lifecycle while providing L3 support for incidents and problems.

Responsibilities

• Resolve tickets independently to meet agreed SLA volumes and timelines.
• Provide L3 level support for incident and problem management, including on-call escalations.
• Manage ServiceNow implementations and handle direct customer interactions and escalations.
• Maintain the knowledge base and mentor junior analysts through coaching and training.
• Contribute to service improvement plans and the creation of business proposals.

Required Skills

• 5+ years of experience in the IT industry.
• Hands-on experience with ServiceNow Administration.
• Proven experience working with CMDB.
• CSA (Certified System Administrator) certification is mandatory.
• ServiceNow System Administration or Certified Implementation Specialist certification.
• Experience running ServiceNow implementations on the platform.
• Experience in team handling and managing escalations.
• Ability to work in a 24/7 shift rotation.

Preferred Skills

• Any Graduate degree.

Key Skills

Education

Any Graduate