Essential Functions : Serves as a subject matter resource (SMR) on ServiceNow ITSM, Hardware Asset Management (HAM), Software Asset Management (SAM), ITOM, CMDB, and related systems; providing necessary support for all process initiatives and cross-functioning systems. Architects, develops, integrates, and implements ServiceNow solutions. Writes custom scripting and integrates 3rd party software with applications such as Workday and Dynamics 365. Develops and modifies ServiceNow workflows, forms, lists, business rules, and UI components. Owns and develops custom integrations of ServiceNow HAM with Microsoft Endpoint Configuration Manager. Designs, codes, debugs, documents, deploys, and maintains solutions in a highly efficient and effective manner Creates and configures workflow administration, reports, and data imports. Creates, maintains, and enhances reports, dashboards, homepages, and custom views. Performs data load, mapping, and transforming of dashboards, access controls, database views, user interfaces (forms and navigation), and scheduled jobs/reports. Assesses new releases and provides direction regarding the adoption of new features. Coordinates application and platform upgrades. Monitors the health, usage, and overall compliance of ServiceNow and its applications. Partners with ServiceNow, Inc. to understand the product roadmap that will inform the strategic implementation roadmap at Glidewell. Collaborates with service, infrastructure, and support teams to ensure adequate delivery of their objectives Participates in design reviews, user requirements sessions, and development teams to deliver features and capabilities supporting automation initiatives. Collaborates with Product Owners, stakeholders, and Engineering teams to understand, estimate, prioritize, and implement solutions. Participates in establishing coding standards to support consistency. Reviews and applies requirements from external and internal teams and aligns with ServiceNow development. Configures out-of-the-box workflows and creates/maintains custom workflows. Facilitates cross-discipline awareness including cross-training and engagement in processes, gathering service-related data, creating dashboards, and participating in performance improvement initiatives. Develops work instructions to ensure that activities are properly documented. Develops user-friendly catalog items with experience in writing workflows. Partners closely with the business and IT teams to gather input to support ongoing business needs for ServiceNow configuration, implementation, and support. Schedules, installs, and tests system software upgrades; executes platform upgrades on an as-needed basis. Escalates and works with ServiceNow, Inc. for complex issues out outages. Identifies critical metrics and develops ad-hoc system reports. Translates data into meaningful formats and presents to IT leadership. Performs other related duties and projects as business needs require at direction of management. Education and Experience: Bachelor's Degree in Information Technology or relevant field, required; or additional working experience in lieu. A minimum of eight (8) years of relevant experience in Information Technology, is required. A minimum of eight (8) years of experience as an Application Developer or Systems Engineer, is required. Minimum four (4) years of experience supporting implementation, administration, configuration, and development on the ServiceNow platform in a medium or large enterprise organization, required. ServiceNow architecture and implementation experience, are required. ServiceNow Certified System Administrator or ServiceNow Certified Application Developer, a plus. ITIL v3 Foundations Certification, a plus. Note: Please apply if you have experience in SAM Pro Module in ServiceNow Perks and benefits Work From Home Insurance Benefits Great Work Culture

Essential Functions : Support our UK technical operations Answers all incoming calls and IT emails providing Level 1& 2 & 3 support in a timely manner. Enters appropriate and usable data into CRM IT Technical Support Ticketing system. Provides troubleshooting assistance through the use of remote controls tools such as Proxy Master and VNC Client to connect to customers for remote support. Interprets, analyzes, diagnoses, documents, and resolves Level 1 IT issues related to internally supported hardware and software within first call. Diagnoses and solves immediate complex questions and problems related to application software, operating systems, and antivirus. Installs, diagnoses, and resolves Level 1 problems for hardware, peripherals, and software systems. Manages internet security via Websense; adds and removes objects as well as manage permissions. Maintains Time Management system (Kronos); including configuring, installing, and troubleshooting malfunctions. Creates simple queries and runs pre-written stored procedures in SQL Server 2008. Performs basic administrative and security tasks for a variety of applications and software, including but not limited to MS Sharepoint, Great Plains, Kwiktag, DL Plus, Kronos, Active Directory, BrainShark, and Exchange. Provides outstanding customer service and responsiveness to all end-users across all locations. Guides users through step-by-step solutions. Assists users in operating IT equipment. Provides technical assistance and training, and recommends remedial actions, as needed. Escalates complex issues to different IT Teams, as necessary. Communicates resolution status proactively to ensure customer timeframe expectations are met or exceeded. Creates, assigns, and reopens tickets to appropriate IT Technical Support office. Follows-up on open tickets, unresolved tickets, scheduled hardware and software upgrades, systems level problems, tickets that are escalated to other departments, and non-urgent after-hours messages to ensure progress and completion of requests. Establishes and maintains strong working relationships with various Company departments and team members. May serve as resource to other team members in resolution of technical issues. May contribute to library of Knowledge Base articles. Education and Experience: High School Diploma or GED. Experience providing technical support for Mac and Apple products Strong communication skills with the ability to speak clearly and understand what is being said to them. Experience supporting international users over the phone and through live chat. Strong technical skills and experience supporting enterprise applications, such as Active Directory, SharePoint , Teams, OneDrive, and Mac OS. Ability to document knowledge articles for new problems that come up during the day-to-day. Note: Initial 1 or 2 Months would be a Night shift for training purposes. Timing for this role: General Shift- Monday to Friday 10:30 am to 7:30 pm IST.