Description

You will manage ServiceNow development, incident management, and service improvement initiatives.

Responsibilities

• Resolve tickets independently and provide L3 level support for on-call escalations, incident management, and problem management.
• Implement automation and self-driven initiatives to improve productivity and reduce cost deviations.
• Drive service improvement through value-addition activities, including Knowledge Base management and SIP/CIP implementations.
• Manage project deliverables within SLAs and maintain high customer satisfaction through first-call resolution.
• Mentor junior staff by training freshers, coaching analysts, and participating in hiring drives.

Required Skills

• 5+ years of experience as a ServiceNow Developer.
• Hands-on experience with incident and problem management.
• Proven ability to manage L3 level technical escalations.
• Experience implementing automation to improve operational productivity.
• Ability to manage service level agreements (SLAs) and ticket volumes.
• Experience with Knowledge Base management and documentation.
• Any Graduate degree.

Key Skills

Education

Any Graduate