ITOM- L2• Define, prioritize, and execute ServiceNow ITOM operational needs• Implements new ServiceNow ITOM features and modules such as (but not limited to) Event Management, Agent Client Collector, etc.• Builds and develops monitoring tool integrations with ServiceNow event management.• Advising and researching on new ITOM tools and features.• Supports ServiceNow ITOM technical server environments (e.g. mid servers), including oversight of ongoing development activities and system administration.
- To provide support for on call escalations and doing root cause analysis of given issue
- To independently resolve tickets within agreed SLA of ticket volume and time
- To adhere to quality standards, regulatory requirements and company policies
- Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
- To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases.
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