ServiceNow ITSM L2 / L3

Role : ITSM L2 / L3

Experience : 4 to 10 Years

Location : Bangalore

Notice : Immediate Joiners Only

Job Description : Job Purpose

This position is to provide to L2 support for all application-level production environment issues, user support queries and requests. Below are key role and responsibilities for this position :

Job Responsibilities

• Analysis of issues, tickets, troubleshooting of issues leading to identification, process improvement, automation opportunities
• Resolve business / functional issues which could be resolved by L2 / L3 team.
• Troubleshoot and resolve issues / incidents / service requests
• Ensure issues / incidents / service requests are worked within SLA
• Perform Incident pattern identification / Root cause analysis of issues / incidents to reduce overall incidents count.
• Strong troubleshooting and triaging skills to keep the incidents moving faster towards resolution
• Provide optimizations – tools and re-engineering. Work on automation of manual tasks.
• Participate in problem management, change management, knowledge management, event management etc.
• Follow, create and update knowledge base & documentation, SOPs

Technical skills :