ServiceNow System Administrator

Company Name : Willware Technologies

Role : Servicenow System Administration

Experience : 3 Years

Location : Bangalore

Roles and Responsibilities

Role Purpose:
The purpose of this role is to resolve priority incident tickets and service requests while contributing to incident analysis change request preparation and continuous service improvement.

Areas of Responsibility:

1. Triaging and Resolution of Tickets

• Perform initial triage for high priority incident tickets (P2 tickets) which may have an impact across one or more processes and resolve priority incident (P3) tickets within defined SLAs.
• Create logs of incidents and document observations and related root causes to support evaluation of mitigation measures.

1. Resolution of Service Requests

• Fulfil software hardware and network service requests within agreed timelines ensuring timely completion and adherence to SLAs while maintaining quality and accuracy in request handling.

1. SLA Monitoring

• Monitor SLA timelines for the entire lifecycle of high priority incident tickets (P2 tickets).
• Escalate issues as needed and participate in weekly or monthly service review meetings with clients and internal teams.

1. Change Request Execution

• Create change requests as per the priority of incident tickets in adherence to defined guidelines.
• Present changes for approval with rollback plans in change approval meetings.
• Execute approved changes and document post-implementation outcomes.

1. Incident Analysis

• Analyse the nature of incidents to support root cause analysis and related service improvement plans.
• Contribute towards the development of mitigation actions to reduce repeat incidents by identifying patterns of issues noted.

Required Skills:

• ServiceNow System Administration
• Incident Management
• Service Request Management
• SLA Monitoring and Management
• Change Management
• Root Cause Analysis
• Production Support and Ticket Management
• Documentation and Reporting

Experience Required:
3-5 years of relevant experience in ServiceNow System Administration and support operations.

Required Skills:

System AdministrationServiceNow