Job Description
In the assigned Job Role, your Area Of Responsibility will be as below:
⦁ Collaborate with internal and client teams to resolve complex incidents, conduct root cause analyses, and document findings with preventive recommendations
⦁ Participate in evaluation of client IT infrastructure, prepare actionable assessment reports, and support due diligence to document infrastructure maturity and improvement opportunities
⦁ Contribute to the design of scalable, cost-effective IT infrastructure solutions, review reusable components, and develop technical documentation for deployed systems
⦁ Align release schedules and environment readiness, execute deployments as per protocols, perform post-deployment testing, and manage version control to track changes
⦁ Co-ordinate maintenance schedules, emergency fixes, and technology upgrades while ensuring uninterrupted integration into existing systems and processes
⦁ Facilitate performance data analysis across systems, coordinate insights on system behavior, and support capacity planning to optimize performance
⦁ Conduct security checks, recovery drills, and compliance audits, implement security measures, and coordinate continuity plans to maintain adherence to standards
⦁ Gather feedback to identify automation opportunities, analyze existing infrastructure processes, and propose enhancements for efficiency gains
⦁ Act as liaison with onsite, offshore, and vendor teams to document project requirements, ensuring effective collaboration
⦁ Develop a centralized repository of technical and procedural knowledge, leveraging insights from other projects to drive efficiency and retain organizational expertise
Your contribution to the team:
⦁ A collaborative spirit and excellent communication skills.
⦁ Ability to handle complex incidents and implement resolutions
⦁ A knack for conducting IT infrastructure assessment and identifying key optimization opportunities
⦁ Focused approach towards deployment management, system optimization, and process automation initiatives including sector specific focus
⦁ The ability to work with cross-functional teams
Required Skill and Experience
• ServiceNow ITSM: Incident Management, Problem Management, Change Management, Service Catalog Development, and Knowledge Management.
• ServiceNow Platform: Strong understanding of core platform capabilities, customization, configuration, and workflow development.
• ServiceNow Development: Hands-on experience in ServiceNow development, integrations, scripting, troubleshooting, and customization.
• Platform Assessment: Ability to identify and recommend Out-of-the-Box (OOTB) functionality versus customizations.
• Troubleshooting & Analysis: Strong investigative, analytical, and problem-solving skills.
• Experience working within an Agile delivery environment.
Preferred Skill and Experience
• Experience supporting and enhancing mature ServiceNow implementations with extensive customizations.
• Knowledge of AWS (Amazon Web Services).
• Experience with Python scripting and automation.
• Exposure to ServiceNow integration technologies and third-party system integrations.
• Understanding of ServiceNow platform best practices, optimization, and governance.
Additional Required Qualifications
• Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
