Job description:

SNOW - ADMIN / SUPPORTBasic Requirements: Minimum 7+ years Relevant ServiceNow Experience. Total IT experience minimum 8 Years in ServiceNow operations. ServiceNow - working experience with modules such as ITBM, ITSM, ITOM, HR Module and deep knowledge in Incident/Change Management, Service Catalog, Project Management (ITPM Module), CMDB, Service Portal and Custom Application Development, IRM & Integrations will be preferred Should have managed a team of ServiceNow resources and is able to manage a team working remotely and on different time zones. Experience in supporting the implementation, administration, configuration, and/or development of the ServiceNow tool. ServiceNow Experience should include extensive scripting in ServiceNow, tool configuration, design work, technical configuration, and deployment. Specifically, candidates should possess the skill to develop on the ServiceNow platform including the creation and/or customization of the core applications such as Incident, Problem, Change, Service Catalog and workflows. System/Process Automation (Orchestration) experience. System integration experience using web services and other web-based technologies such as XML, HTML, AJAX, CSS, HTTP, REST/SOAP Experience with working or developing in any one of the following programming languages: JavaScript, CSS, HTML or HTML 5, Angular JS Experience in working on ServiceNow Development using Agile/Scrum methodology. Ability to communicate fluently with client stakeholders. Flexible for rotational shifts including night shift.Preferred Skills: Understanding of Configuration Management as it relates to ITIL Experience in the new ServiceNow scoped applications, Virtual agent, Performance Analytics, ATF, Predictive Intelligence, Agent Workspace, Mobile app etc., Web Services Integration (SOAP, REST, JSON, JDBC) Experience implementing systems using the Agile/Scrum methodology Fundamental knowledge of networking including TCP/IP ports and firewalls, network protocols, and IP networks Strong communication, Strong presentation and writing skills. Excellent troubleshooting skills with ability to demonstrate influence in a consultative fashion to stakeholders and other team members. Administration of a ServiceNow instance including the delegation of groups, modification of CMS, workflows, business rules, UI actions, UI policies, ACLs, dictionary, catalog items and updates of all other existing solutions requiring revisions Minimum ServiceNow CSA certified. ITIL certification / CIS/ CAD ServiceNow certification is an advantage.

• To ensure that callsor chats are addressed within agreed SLAs
• To resolve escalations in a timely manner adhering to the process and quality compliance
• To maintain attendance, leave reports , breaks and shift rosters
• To update knowledge base through accurate documentation and disseminating knowledge from analyses and reports prepared to team for facilitating effective performance of responsibilities
• To perform adhoc analyses, SIP activities and infrastructure management
• To ensure postive customer satisfaction and feedback