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 :

Hands on experience with AWS with any combination of skills including document DB, Arora DB, S3

Exposure to kafka

Exposure to Spark , Hue and Nifi jobs handling

Knowledge of build and deployment process

Familiarity and working experience on Travel & Hospitality clients

Working knowledge with ServiceNOW ITSM tool in all service operations areas

Any industry relevant monitoring tools like Dynatrace

Working Knowledge on the IT Service Management (ITSM) processes like Event Management, Incident Management, Change Management, Problem Management, Knowledge Management,