4444 Problem Management Jobs - Page 28

Project Role : Application Designer Project Role Description : Assist in defining requirements and designing applications to meet business process and application requirements. Must have skills : ServiceNow IT Operations Management Good to have skills : NAMinimum 7.5 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Designer, you will assist in defining requirements and designing applications to meet business process and application requirements. You will play a crucial role in ensuring the successful implementation of applications. Your typical day will involve collaborating with stakeholders to gather requirements, designing application solutions, and ensuring that the applications meet the desired functionality and performance standards. You will also contribute to the decision-making process and provide solutions to problems for your immediate team and across multiple teams. Roles & Responsibilities:- Expected to be an SME- Collaborate and manage the team to perform- Responsible for team decisions- Engage with multiple teams and contribute on key decisions- Provide solutions to problems for their immediate team and across multiple teams- Design and develop applications to meet business process and application requirements- Collaborate with stakeholders to gather requirements and understand business needs- Ensure that the applications meet the desired functionality and performance standards Professional & Technical Skills: - Must To Have Skills: Proficiency in ServiceNow IT Operations Management or ServiceNow Software Asset Management (SAM) or ServiceNow Custom Application Creation or ITSM- Good To Have Skills: Experience with cloud migration and implementation- Strong understanding of IT operations management principles and best practices- Experience in designing and implementing ServiceNow applications- Knowledge of IT service management processes and frameworks- Familiarity with ITIL practices and principles Additional Information:- The candidate should have a minimum of 7.5 years of experience in ServiceNow IT Operations Management- This position is based at our Bengaluru office- A 15 years full time education is required Qualification 15 years full time education

About The Role Skill required: Workforce Dialer - Workforce Management (WFM) Designation: Workforce Services Analyst Qualifications: Any Graduation Years of Experience: 3 to 5 years Language - Ability: English(International) - Expert About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability, forecast call volume, and revenue targets.An institutional process that maximizes performance levels and competency for an organization. The process includes all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics. What are we looking for Microsoft ExcelMicrosoft PowerPointAdaptable and flexibleAgility for quick learningAbility to work well in a teamWritten and verbal communicationCollaboration and interpersonal skills Roles and Responsibilities: In this role you are required to do analysis and solving of lower-complexity problems Your day to day interaction is with peers within Accenture before updating supervisors In this role you may have limited exposure with clients and/or Accenture management You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments The decisions you make impact your own work and may impact the work of others You will be an individual contributor as a part of a team, with a focused scope of work Please note that this role may require you to work in rotational shifts Qualification Any Graduation

About The Role Skill required: Tech for Operations - ServiceNow Advanced Workflows Designation: Solution Architecture Manager Qualifications: Any Graduation Years of Experience: 13 to 18 years About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do You will be part of the Technology for Operations team that acts as a trusted advisor and partner to Accenture Operations. The team provides innovative and secure technologies to help clients build an intelligent operating model, driving exceptional results. We work closely with the sales, offering and delivery teams to identify and build innovative solutions.The Tech For Operations (TFO) team provides innovative and secure technologies to help clients build an intelligent operating model, driving exceptional results. Works closely with the sales, offering and delivery teams to identify and build innovative solutions. Major sub deals include AHO(Application Hosting Operations), ISMT (Infrastructure Management), Intelligent AutomationDemonstrate skills to fully utilize Scripted (Advanced Check-Boxes) Workflow Activities, Service Catalog, SLAs, Troubleshooting Workflows, and customizing workflow activities. What are we looking for ServiceNow Portal DevelopmentServiceNow Tools AdministrationSAP SuccessFactorsAdaptable and flexibleAbility to perform under pressureProblem-solving skillsDetail orientationAbility to establish strong client relationship Roles and Responsibilities: In this role you are required to identify and assess complex problems for area of responsibility The person would create solutions in situations in which analysis requires an in-depth evaluation of variable factors Requires adherence to strategic direction set by senior management when establishing near-term goals Interaction of the individual is with senior management at a client and/or within Accenture, involving matters that may require acceptance of an alternate approach Some latitude in decision-making in involved you will act independently to determine methods and procedures on new assignments Decisions individual at this role makes have a major day to day impact on area of responsibility The person manages large - medium sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture Please note that this role may require you to work in rotational shifts Qualification Any Graduation

Project Role : Application Lead Project Role Description : Lead the effort to design, build and configure applications, acting as the primary point of contact. Must have skills : Salesforce DevOps Good to have skills : NAMinimum 5 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Lead, you will lead the effort to design, build, and configure applications, acting as the primary point of contact. Your typical day will involve collaborating with various teams to ensure project goals are met, facilitating discussions to address challenges, and guiding the development process to align with organizational objectives. You will also engage in strategic planning and decision-making to enhance application performance and user experience, ensuring that all stakeholders are informed and involved throughout the project lifecycle. Roles & Responsibilities:- Expected to be an SME.- Collaborate and manage the team to perform.- Responsible for team decisions.- Engage with multiple teams and contribute on key decisions.- Provide solutions to problems for their immediate team and across multiple teams.- Facilitate training and knowledge-sharing sessions to enhance team capabilities.- Monitor project progress and implement necessary adjustments to meet deadlines. Professional & Technical Skills: - Must To Have Skills: Proficiency in Salesforce DevOps.- Strong understanding of continuous integration and continuous deployment processes.- Experience with version control systems such as Git.- Familiarity with Agile methodologies and project management tools.- Ability to troubleshoot and resolve application issues efficiently. Additional Information:- The candidate should have minimum 5 years of experience in Salesforce DevOps.- This position is based at our Bengaluru office.- A 15 years full time education is required. Qualification 15 years full time education

Project Role : Application Tech Support Practitioner Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge. Must have skills : Service Desk Management Good to have skills : NAMinimum 3 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Tech Support Practitioner, you will act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world-class systems running. You can accurately define a client issue and interpret and design a resolution based on deep product knowledge. Roles & Responsibilities:- Expected to perform independently and become an SME.- Required active participation/contribution in team discussions.- Contribute in providing solutions to work-related problems.- Provide timely and effective technical support to clients.- Troubleshoot and resolve system or application issues.- Document client issues and resolutions accurately.- Collaborate with cross-functional teams to enhance system performance.- Stay updated on industry trends and best practices. Professional & Technical Skills: - Must To Have Skills: Proficiency in Service Desk Management.- Strong understanding of ITIL framework.- Experience with incident management and ticketing systems.- Good To Have Skills: Knowledge of IT service management tools. Additional Information:- The candidate should have a minimum of 3 years of experience in Service Desk Management.- This position is based at our Bengaluru office.- A 15 years full-time education is required. Qualification 15 years full time education

Project Role : Application Tech Support Practitioner Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge. Must have skills : Service Desk Management Good to have skills : NAMinimum 3 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Tech Support Practitioner, you will act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world-class systems running. You can accurately define a client issue and interpret and design a resolution based on deep product knowledge. Roles & Responsibilities:- Expected to perform independently and become an SME.- Required active participation/contribution in team discussions.- Contribute in providing solutions to work-related problems.- Provide timely and effective technical support to clients.- Troubleshoot and resolve system or application issues.- Document client issues and resolutions accurately.- Collaborate with cross-functional teams to enhance system performance.- Stay updated on industry trends and best practices. Professional & Technical Skills: - Must To Have Skills: Proficiency in Service Desk Management.- Strong understanding of ITIL framework.- Experience with incident management and ticketing systems.- Good To Have Skills: Knowledge of IT service management tools. Additional Information:- The candidate should have a minimum of 3 years of experience in Service Desk Management.- This position is based at our Bengaluru office.- A 15 years full-time education is required. Qualification 15 years full time education

Provide 24x7 production support for middleware technologies, serving as a Subject Matter Expert for the team. Perform root cause analysis and implement permanent fixes for production issues, investigating and resolving performance problems. Lead crisis calls, participate in problem reviews (MIR and PIR), and mentor team members to improve performance. Drive continuous improvement by identifying automation and self-healing opportunities to reduce manual effort and standardize processes. Requirements Requires 6+ years of experience with WebSphere suit of Application Servers like (WPS,Liberty,BPM), IHS, Oracle Weblogic ,Apache tomcat and a strong understanding of business services and their architectures. Good to have Knowledge of wsadmin scripting, problem determination & performance monitoring tools like IBM Support Assistant Workbench, Heap Analyzer etc. and log files to troubleshoot issues & Unix operating systems and commands. Provide WebSphere and web technology support for pre-production and production environments, resolving application and infrastructure issues. Apply standards and best practices to ensure quality deliverables and maintain high service availability. Proactively review and improve processes to increase efficiency and meet agreed-upon service level agreements (SLAs). Prioritize incidents by understanding business requirements and technical specifications. Investigate issues using performance monitoring and tuning methodologies. Lead problem resolution efforts, employing analytical and problem-management skills to prevent recurrence. Escalate issues appropriately and be prepared for 24/7 support, including crisis calls.

JobDescriptionOwnership of theapplication production support for the IT applicationsLead ApplicationSupport L1&L2 across the applications from the end user perspectiveForm , maintainand manage a capable IT application support team Ensure welldocumented SOP/checklist and execution same as per the expected timelinesOwn disasterrecovery of applications with close co-ordination with infra team Ensure expectedSLAs ,turned around time requirements linked to incidents ,changes ,problems inproductionManage theapplication deployment in productionLead andpriorities the application support teams work load Manage and Ownthe Problem Management ProcessMaintainapplication monitoring , performance tuning and testingProvide input tothe implementation ,backup and roll back planExperience range 3-6 yearsMust be good inverbal and written communicationsMust have priorsupport function background

Responsibilities Requisition ID R-10364012 Date posted 08/29/2025 End Date 09/05/2025 City Chennai State/Region Tamil Nadu Country India Location Type Onsite Calling all innovators find your future at Fiserv. Job Title Professional - Application Support Brief Post Description Application Support Engineer will support several applications in our Acquiring Business. This exciting role sits at the core of the Application team supporting and resolving issues and operational activities for these applications. This role can also be involved in development and project work. Key Responsibilities Identifying, diagnosing, and resolving application issues reported by clients / users by providing 24/7 support services Working with development, infrastructure, and other teams to investigate complex issues and implement solutions Maintaining detailed records of issues, resolutions, and troubleshooting procedures. Identifying the underlying causes of issues to prevent recurrence Ensuring the smooth functioning of the application by installing updates, patches, and configuration changes. Configuration changes to support batch processing Contributing to the development and maintenance of a knowledge base for issue resolution and troubleshooting. Application Support duties will be required both within normal working hours and outside normal working hours (on a rostered on-call basis) Skills / Experience / Competencies Oracle PL/SQL hands-on experience for minimum of 3-6 years Knowledge of UNIX shell scripting, Linux, Windows, and Microsoft Office applications Application Support Experience minimum of 5 years. Extensive exposure to ITIL V3 standards. Knowledge in KAFKA and API related environments. Strong analytical, verbal and written communication skills (English) and Quality focused Advanced problem-solving skills, proven ability to think logically and effective time management Ability to work under pressure to tight deadlines, with a drive and commitment to delivery Problem Management and ITSM Processes: Provides input into problem management, follows ITSM processes to maintain SLA and SLO, and facilitates decision-making for change requests. Degree or equivalent in a Technology related disciplin

General system administration, performance management and troubleshooting on NonStop, VMS, Unisys, iSeries, Stratus) or other comparable operating systems. Developing automation, tooling, reports, and utilities to assist in Midrange platform administration Performs analyses (e.g., performs technical research to assess system performance and capacity) Manage and maintain 24x7 uptime of systems including client related connectivity, application and platform issues Apply security best practices, protect customer data, and comply with SOC1, SOC2, and SOX audits Participating in 24x7 on call and off-hours technology events Manage controls to secure and monitor system resources and data Engage with Engineering L2/L3/Build Teams on Architecture, Development, Stability & Continuous Improvement What you will need to have: Bachelor s degree in computer science, Information Technology, or Business or equivalent degree is desirable with 7+ years of related technical experience Strong understanding and operational experience in a large-scale enterprise level environment Understanding of security concepts and technologies such as role-based access and privileged access Experience with one or more Midrange platforms (NonStop, VMS, Unisys, iSeries, Stratus) or other comparable operating systems. Experience with PKI and implementation/support of X509 digital certificates What would be great to have: Sound knowledge and practical approach towards ITIL concepts, especially, Incident Management, Change Management, and Problem Management The ability to collaborate with platform teams, customers, and vendors to solve backup issues, find single point of failures and eliminate design issues. Excellent communication skills. Knowledge of financial technologies, standards, and industry regulations (i.e., Payment Card Industry Data Security Standards) are highly preferred

Team Leadership: Manage and mentor NOC engineers and technicians Schedule shifts to ensure 24/7 coverage and high availability Conduct performance reviews, training, and development plans Network Monitoring and Incident Management Oversee real-time monitoring of network systems, servers, and applications Ensure rapid incident detection, escalation, resolution, and documentation Implement standard operating procedures for incident and problem management Process Improvement: Develop and refine operational processes and policies Analyze trends to identify areas for system and process improvements Work with other IT teams to coordinate cross-functional projects Reporting and Documentation: Maintain detailed incident logs and performance reports Provide regular updates to senior leadership on system health and KPIs Ensure up-to-date documentation of procedures and infrastructure Tool and Technology Management: Oversee the deployment, configuration, and maintenance of NOC tools Evaluate new monitoring tools and technologies to improve efficiency On-call availability and occasional night/weekend shifts may be required

KPMG India is looking for Manager - Finance Managed Services Manager - Finance Managed Services to join our dynamic team and embark on a rewarding career journey Delegating responsibilities and supervising business operations Hiring, training, motivating and coaching employees as they provide attentive, efficient service to customers, assessing employee performance and providing helpful feedback and training opportunities. Resolving conflicts or complaints from customers and employees. Monitoring store activity and ensuring it is properly provisioned and staffed. Analyzing information and processes and developing more effective or efficient processes and strategies. Establishing and achieving business and profit objectives. Maintaining a clean, tidy business, ensuring that signage and displays are attractive. Generating reports and presenting information to upper-level managers or other parties. Ensuring staff members follow company policies and procedures. Other duties to ensure the overall health and success of the business.

KPMG India is looking for Manager - TPRM-Advisory Services Manager - TPRM-Advisory Services to join our dynamic team and embark on a rewarding career journey Delegating responsibilities and supervising business operations Hiring, training, motivating and coaching employees as they provide attentive, efficient service to customers, assessing employee performance and providing helpful feedback and training opportunities. Resolving conflicts or complaints from customers and employees. Monitoring store activity and ensuring it is properly provisioned and staffed. Analyzing information and processes and developing more effective or efficient processes and strategies. Establishing and achieving business and profit objectives. Maintaining a clean, tidy business, ensuring that signage and displays are attractive. Generating reports and presenting information to upper-level managers or other parties. Ensuring staff members follow company policies and procedures. Other duties to ensure the overall health and success of the business.

Diverse Lynx is looking for ServiceNow Developer to join our dynamic team and embark on a rewarding career journey Develop and implement new ServiceNow applications and integrations from initiation to completion, tailored to the customer requirements Develop workflows and scripts to personalize existing ServiceNow applications and automate and improve business processes Understand detailed requirements and own your code from design, implementation, test automation, and delivery of high-quality solutions to our customers Design quality features and thinks about how the applications and solutions will evolve in the future Solving complex problems in a highly dynamic and agile environment Having a strong focus on code quality and reusability

Candidates must have a Bachelor in Computer Science Engineering or related field. Excellent problem solving skills. Interact with business customers to understand and document their business processes and requirements. Perform gap analysis to determine our e-Business suite s system configuration and development changes. Design and implement system modifications. Work with business customers, developers and Oracle Support to research, document and resolve Oracle system issues. Create SQL queries against Oracle tables to troubleshoot, develop metrics, and create ad-hoc reporting as needed. Code, Design and implement modifications. Candidates must have a Bachelor in Computer Science Engineering or related field. Excellent problem solving skills. Interact with business customers to understand and document their business processes and requirements.

Delivers complete solutions spanning all phases of the Software Development Lifecycle (SDLC) (design, implementation, testing, delivery and operations), based on definitions from more senior roles. Advises immediate management on project-level issues Guides junior engineers Operates with little day-to-day supervision, making technical decisions based on knowledge of internal conventions and industry best practices Applies knowledge of technical best practices in making decisions Minimum Qualifications Minimum of 5 years of relevant work experience and a Bachelors degree or equivalent experience. Preferred Qualification Bachelor s degree or equivalent combination of education and experience 7+ years experience in business analysis, ServiceNow implementations , metrics and reporting, platform-based process management, or other relevant experience Hands-on experience as a senior developer or platform architect designing and implementing the latest ServiceNow ITSM capabilities (Vancouver +) across Incident Management (inclusive of Major Incident Management), Change Management, Problem Management, Service Request, etc. Hands-on e xperience implementing integration and ETL technologies and capabilities such as Integration Hub, REST, JDBC , ODBC, etc. [PREFERRED] Experience documenting technical architecture with different target audiences in mind ( i.e. business stakeholders, leadership, and or technical SME s) [PREFERRED] Experience with ServiceNows Gen AI capabilities such as Now Assist, AI Agent, AI Control Tower Strong written and verbal communication skills Ability to work effectively in a global team environment Passion for continuous learning; stay apprised of new I TSM features and capabilities

You will be a member of our AI Platform Team, supporting the next generation AI architecture for various research and engineering teams within the organization. Youll partner with vendors and the infrastructure engineering team for security and service availability. Youll fix production issues with engineering teams, researchers, data scientists, including performance and functional issues. Diagnose and solve customer technical problems. Participate in training customers and prepare reports on customer issues. Be responsible for customer service improvements and recommend product improvements. Write support documentation. Youll design and implement zero-downtime to monitor and accomplish a highly available service (99.999%). As a support engineer, find opportunities to automate as part of the problem management process, creating automation to avoid issues. Define engineering excellence for operational maturity. Youll work together with AI platform developers to provide the CI/CD model to deploy and configure the production system automatically. Develop and follow operational standard processes for tools and automation development, including style guides, versioning practices, source control, branching and merging patterns and advising other engineers on development standards. Deliver solutions that accelerate the activities phenomenal engineers would perform through automation, deep domain expertise, and knowledge sharing. Required Skills Demonstrated ability in designing, building, refactoring and releasing software written in Python, C++. Hands-on experience with Ray.io, including workload management, cluster deployment, distributed task scheduling, and troubleshooting. Ability to use Ray Dashboard and CLI tools for monitoring, resource tracking, debugging distributed jobs, and resolving production issues. Having knowledge of Ray ecosystem libraries such as Ray Train, Ray Tune, Ray Serve, and Ray Data is a big plus. Experience integrating Ray with tools such as Airflow, MLflow, Dask, DeepSpeed is a big plus. Debugging and triaging skills. Cloud technologies like Kubernetes, Docker and Linux fundamentals. Familiar with DevOps practices and continuous testing. DevOps pipeline and automations: app deployment/configuration and performance monitoring. Test automations, Jenkins CI/CD. Excellent communication, presentation, and leadership skills to be able to work and collaborate with partners, customers and engineering teams. Well organized and able to manage multiple projects in a fast paced and demanding environment. Good oral/reading/writing English ability.

* We need a Technical Analyst to work with our Product Owner to support Volvo Cars Financial Services with analysis, troubleshooting, enhancement/ad-hoc requests. Looking for an individual who is highly self-motivated and responsive, eager to dive in to understand root cause, and forward thinking to mitigate issues in the future. Needs to be able to collaborate and drive resolution among different teams and groups, such as our vendor team, our in-house Engineering team, our operations and job-monitoring team. Must have good written and verbal communication skills. Bug Tracking, Data Analysis, Job Scheduling Tools, Logging and Monitoring, Manual Testing, Monitoring Tools, Problem Management, SQL / SQL Script, ServiceNow 1. Systems Analysis & Requirements Gathering 2. Data Analysis & SQL Proficiency 3. Technical Documentation & Communication

AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation. AtAHEAD, we prioritize creating a culture of belonging,where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD. We are an equal opportunity employer,anddo not discriminatebased onan individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, maritalstatus,or any other protected characteristic under applicable law, whether actual or perceived. We embraceall candidatesthatwillcontribute to the diversification and enrichment of ideas andperspectives atAHEAD. As a ServiceNow Technical Consultant, you will utilize your extensive ServiceNow knowledge and experience to design, develop and deploy solutions utilizing the ServiceNow platform. You will work with a collaborative team leading, mentoring and ensuring development efforts are well documented and delivered with quality. You will work with customer service owners, process owners and various service delivery groups and participate in demos and meetings in a professional and courteous manner. The ServiceNow Technical Consultant is a highly experienced subject matter expert on the ServiceNow platform with strong experience designing, developing and deploying integrations with external third party tools. Responsibilities Participate on project teams to deploy solutions on the ServiceNow platform Lead a team of technical delivery resources Lead development and testing activities on ServiceNow Lead in the architecture and design of complex solutions Lead the creation of written deliverables Lead client demos and working sessions Lead integration design sessions and deployment Participate as technical expert in client workshops Influence direct team members and external customers regarding policies, best practices and procedures Mentor junior staff and support project leadership Obtain and maintain certifications with associated qualifications Qualifications Experience implementing ITSM, CSM, and/or ITBM Subject matter expert on the ServiceNow platform Expert level development skills on the ServiceNow platform Mastery in at least one ServiceNow suite Strong skills integrating ServiceNow with third party tools Strong knowledge on CSDM and CMDB Strong presentation skills Strong project and situational awareness Strong communication skills Strong attention to detail Self-starter Expectations Recognized subject matter expert in professional discipline Depth of knowledge and experience enables contribution in a more complex/critical environment Provide measurable input into new products, processes, standards, and / or plans Coordinate cross-practice and contribute to cross-practice deliverables to defined standards Demonstrate deep expertise across at least one technology Able to architect and lead deployment of moderately complex solution Communicate with external customers, which may include senior management, on matters that require explanation, interpretation, and / or advising Participate in presales activities including scoping and positioning Identify new client opportunities inside of the practice and engages pre-sales to begin new campaigns within the practice Able to communicate beyond tactics and technology and can help customers management set strategic direction A reliable resource for marketing on thought leadership pieces for their practice Begin speaking at industry conferences Contribute to more complex workshops and understand how their area of expertise fits into our stitching message Drive scoping, planning, and methodology for critical projects Work on complex issues Contribute to development of innovative and high impact solutions for complex client programs Provide measurable input into new products, processes, standards, and / or plans Work to influence direct team members, broader internal team, and external customers, possibly including senior management, to agree and accept new concepts, practices, and approaches Why AHEAD: Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between. We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning. USA Employment Benefits include - Medical, Dental, and Vision Insurance - 401(k) - Paid company holidays - Paid time off - Paid parental and caregiver leave - Plus more! See benefits https://www.aheadbenefits.com/ for additional details. The compensation range indicated in this posting reflects the On-Target Earnings ("OTE") for this role, which includes a base salary and any applicable target bonus amount. This OTE range may vary based on the candidates relevant experience, qualifications, and geographic location.

AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation. AtAHEAD, we prioritize creating a culture of belonging,where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD. We are an equal opportunity employer,anddo not discriminatebased onan individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, maritalstatus,or any other protected characteristic under applicable law, whether actual or perceived. We embraceall candidatesthatwillcontribute to the diversification and enrichment of ideas andperspectives atAHEAD. The Service Desk Supervisor is a member of the Managed Services Operations team whose primary function is to provide daily operational support, workflow management and supervision for the 24x7 Service Desk team. The Team Supervisor is responsible for continual improvement, critical incident process management, delivery of quality program and knowledge base maintenance. Incident Manager Responsible for communicating, leading and managing all high severity outage situations. Assist in the Delivery and Execution of Staff Development/ Action Plans. Participate in design discussions for Operations tools and technology. Coach and mentor Service Desk Analysts on technical skills, call, and ticket quality etc. Ticket workflow delegation to the Service Desk Analysts. Work closely with other Managed Services team members to create/update process and Knowledge Base documentation for new and existing customers and communicate changes to the Service Desk teams. Identify gaps in process and procedure and initiate service improvement plans. Participate in internal Managed Services focused continual service improvement projects. Assist with the onboarding of new analysts. Lead morning operations call, and distribution of morning turnover as requested. Run daily reports as needed to support customer requirements. Success Characterstics The qualities of an effective team leader inspire the trust and respect of the team and stimulate production within the environment. Maintain emotional balance and self-control in dealing with difficult personnel situations. Possess strong verbal and written communication skills; be adept at communicating with all levels of technical and non-technical people. Respect and safeguard confidential information as required. Utilize negotiation skills to achieve results. Affinity for and successful experience with small to medium size business environments. Ability to adapt and thrive in a constantly changing work environment. Must be able to balance tasks back-to-back against specific timeframes. Great organizational skills. Supervises Service Desk Personnel Ensure work schedules for both teams are sufficiently covered for each workday. Reschedule personnel to cover for vacations, emergencies, and/or sick time. Conduct written warnings, as needed, when processes/policies are not followed. Attend performance review meetings with the Operations Manager as needed. Update the Operations Manager on any personnel issues that may arise. Represent AHEAD in a professional manner in all forms of communication with our customers. Ensure that daily issues of a complex scope receive the urgency and escalation necessary to support the overall business and customer support objectives. Ensure appropriate technical resources are assigned and incidents are being addressed in all ticket queues for Service Desk. Why AHEAD: Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between. We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning. USA Employment Benefits include - Medical, Dental, and Vision Insurance - 401(k) - Paid company holidays - Paid time off - Paid parental and caregiver leave - Plus more! See benefits https://www.aheadbenefits.com/ for additional details. The compensation range indicated in this posting reflects the On-Target Earnings ("OTE") for this role, which includes a base salary and any applicable target bonus amount. This OTE range may vary based on the candidates relevant experience, qualifications, and geographic location.

As a Senior Technical Consultant, ServiceNow, you will own the end"‘to"‘end solution build, ensuring every deliverable meets platform standards and best practices. You will guide development activities, mentor technical consultants and junior developers, and partner with Principal consultants to refine complex solutions. Beyond core ITSM, you will lead work on at least one additional product suite (ITOM, ITAM, SecOps, IRM, CSM, HRSD, SPM, or ESM) and translate intricate business needs into secure, scalable outcomes. Your deep platform expertise will influence platform"‘wide implementations and drive consistent, high"‘quality results across engagements. Roles and Responsibilities Solution and Stakeholder Leadership Translate documented requirements into secure, scalable solutions that align with platform best practices and standards Conduct client and internal demos, clearly explaining technical approaches and outcomes Actively participate in Agile ceremonies (stand"‘ups, sprint planning, retrospectives), flagging technical risks during planning and helping build new skill capabilities within the team Hands"‘On Development and Delivery Governance Build and extend core"‘platform features, integrations, and application"‘specific functionality while enforcing coding standards and comprehensive documentation Safeguard quality through automated/unit tests, peer reviews, and coordinated promotions across dev, test, and prod"”including cutover and rollback strategies Own defect resolution during UAT and hyper"‘care, driving timely root"‘cause analysis, remediation, and continuous improvement Team Leadership and Mentoring Coach technical consultants and junior developers, providing actionable feedback and structured skills development Coordinate daily development tasks, remove roadblocks, and safeguard delivery timelines Facilitate training sessions and knowledge"‘sharing forums to elevate overall technical capability Innovation and Cross"‘Product Leadership Lead delivery across core ITSM and at least one additional product suite (ITOM, ITAM, SecOps, IRM, CSM, HRSD, SPM, or ESM) Champion platform innovations and reusable accelerators, guiding the team in adopting newly introduced capabilities Contribute lessons learned, best practices, and technical articles to internal knowledge bases and external community forums Qualifications We seek someone with 6+ years of experience in ServiceNow domain. Someone who takes pride in clean, purposeful solutions, knows the platform deeply, and stays curious when new challenges arise. Core"‘platform expertise - Integrations, IntegrationHub, Flows, Portals, Workspaces, Imports, plus an architecture mindset for performance tuning, scalability, and seamless upgrades Product depth - Proven leadership in at least one suite beyond ITSM (ITOM Discovery/CMDB, ITAM, SecOps, IRM, CSM, HRSD, SPM, or ESM) Hands"‘on coding - Advanced JavaScript and Glide API skills, designing and consuming REST integrations, auth schemes, and data"‘import pipelines Modern UI fluency - Building engaging experiences in Service Portal, UI Builder, Workspace, and Catalog/Record Producers Quality & delivery focus - Champions best practices, unit tests, peer reviews, and Agile/Scrum rituals with clear story"‘point estimates Collaborative mentor & lifelong learner - Communicates complex ideas simply, coaches teammates, and eagerly explores new ServiceNow capabilities and out"‘of"‘scope challenges ServiceNow certifications- CSA, CAD, or CIS are welcome, though demonstrated hands"‘on expertise is valued more highly than credentials Broader tech stack awareness- Familiarity with cloud platforms, DevOps toolchains, analytics, RPA, or other enterprise technologies outside the ServiceNow ecosystem Strong vanilla JavaScript skills- Solid coding fundamentals backed by modern best practices, testing habits, and version"‘control discipline

We are seeking a highly skilled and experienced Senior Technical Consultant- ServiceNow to join our team. The ideal candidate will have at least 7 years of hands-on experience with the ServiceNow platform, strong communication skills, and a proven track record of successful customer interactions and project deliveries. This role demands a deep understanding of ITSM, Service Portal, Integrations, and ITOM modules such as Discovery, CMDB, and Hardware Asset Management (HAM). Roles and Responsibilities Must have strong technical skills to understand client requirements and effectively translate them into user stories and tasks for the development team Customize and configure core ServiceNow applications including ITSM, Service Portal, and ITOM modules (Discovery, CMDB). Conduct workshops and demos for stakeholders and end users. Collaborate with internal teams and clients to ensure high-quality delivery. Lead in crafting/creating, enhancing, and delivering scalable ServiceNow solutions. Actively participate in client meetings or discussions to capture their needs and convert them to clear development activities. Perform integration work and build custom Service Portals, support/create REST, SOAP, and MID Server integrations. Perform ongoing Discovery and CMDB maintenance Develop, review, and optimize scripts- Business Rules, Script Includes, UI Policies, Client Scripts, etc. Collaborate with cross-functional teams, providing guidance and mentoring junior developers when needed. Comfortable working in Agile environments with active sprint participation and backlog grooming. Qualifications 7+ years of experience working with ServiceNow, including hands-on development and implementation. Strong expertise in ITSM, Service Portal, Integrations, ITOM (Discovery, CMDB), and HAM. Excellent communication skills with the ability to clearly articulate technical concepts to both technical and non-technical audiences. Customize ServiceNow applications by using scripting, workflows, business rules, and UI policies to meet client requirements. ServiceNow Certified System Administrator ,Certified Application Developeror Certified Implementation Specialist certifications preferred. Experience with additional ServiceNow modules like HRSD, or GRC.

AHEAD is seeking a self-motivated Critical Incident Manager with deep customer service and service delivery skills to join our Managed Services group. In this role, the Incident Manager is part of a team responsible for managing high severity incidents. The ideal candidate is one who can take charge in high stress situations and provide direction to Managed Service technical teams to drive expeditious resolution of incidents. This role is also responsible for RCA and Problem Management support for AMS. We are looking for a natural leader with proven knowledge of incident management frameworks and the ability to communicate clearly, confidently, and effectively to technical teams and our customers. Responsibilities: Responsible for communication, leadership, and management of all high severity major incident situations. Manage Client Major Technology Incidents from identification through closure / RCA process. This includes but is not limited to: Team Assembly Internal, Client and 3rd Parties Root Cause Analysis and Identification Remediation Testing and Validation Status and Communications Postmortem / Problem Management Responding to a reported service incident, identifying the cause, and initiating the incident management process. Prioritizing incidents according to their urgency and influence on the business. Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures. Collaborating with the incident management team to ensure that all protocols are diligently followed. Logging all incidents and their resolution to see if there are recurring malfunctions. Continuously improving the incident management process as required to ensure its effectiveness. Communicating with senior management (internal) on critical issues. Communicating with key client stakeholders on the status and timeline of the critical event. Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks. Manage the creation of performance/dashboards to report on major incident and problem ticket metrics. Training additional incident managers as needed. Participate in a 24x7 on call rotation for critical incidents after regular business hours. Required Certifications: Microsoft Certified Professional (MCP) Higher certifications such as CCNA or MCSE Qualifications: College degree in information technology, engineering or a related field and/or equivalent experience. Minimum of 7+ years experience in IT, Managed Services and/or ITSM Operations. Minimum 3 years experience managing major incidents in complex environments. Experience working in an ITIL environment; ITIL v4 Foundations Certification preferred. Proficient knowledge of ITSM tools and systems; ServiceNow experience preferred. Full familiarity with ITSM knowledge base maintenance and process documentation. High level of oral and written communication skills to communicate effectively with all stakeholders. High level of IT service delivery and customer service skills. Proficient at organizing documents and prioritizing work. Ability to think and act both strategically and tactically. Self-motivated; ability to work under minimal supervision. Excellent managerial skills and ability to collaborate with team members. Ability to analyze a high volume of technical data and work in a fast-paced environment. Strong problem solving, analytical, and time management skills. Success Characteristics: Must be able to see the big picture, manage all the moving pieces, know whats been tried and whats still on the radar, and plan for and manage next steps. Take command of incidents by setting up or taking over a cross-functional technical bridge call, comprised of internal and external partners. Ensure that the customers have a deep understanding of the issue, the action plan and the path to resolution. Ensure that each participant understands the incident management process and their role in that process. Set clear incident resolution objectives (exit criteria) and timings. Provide direction and time management to keep the resolution effort on track and moving forward. Successful experience with and affinity for small to large size business environments. Ability to adapt and thrive in a dynamic work environment. Why AHEAD: Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between. We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning. USA Employment Benefits include - Medical, Dental, and Vision Insurance - 401(k) - Paid company holidays - Paid time off - Paid parental and caregiver leave - Plus more! See benefits for additional details. The compensation range indicated in this posting reflects the On-Target Earnings ("OTE") for this role, which includes a base salary and any applicable target bonus amount. This OTE range may vary based on the candidates relevant experience, qualifications, and geographic location.

About The Role - Grade Specific Key Responsibilities and Tasks Managing the lifecycle of an escalated incident including, but not limited to, acting as the single point of contact, incident intake, impact analysis. Act as a bridge between customers, support teams, and other stakeholders (product, engineering, etc.). . Ability to lead investigations for major incidents keeping all the stakeholders updated as necessary. You will follow the escalation process, including ticket assignment, tracking, and communicating the status of escalated cases while identifying areas for improvement in the escalation process and implementing changes to enhance efficiency. Investigate the underlying causes of escalated issues and work towards permanent solutions. Monitor customer satisfaction, feedback, and trends, and report on the performance of the escalation process to ensure support continues to provide the best internal and customer experience possible for escalated incidents. Skills and Qualifications 7+ years of experience handling customer escalations or working in a customer-facing support role in fast paced software/technology environments. Ability to communicate effectively with customers and other stakeholders. Experience working with relevant tooling including ticketing systems such as Zendesk and ServiceNow, and dashboard tools such as Zendesk Explore and Tableau.

About The Role A Change Consultant works with our customers, our own applications and technology consultants to manage and deliver people change, providing advice and assistance so that the people are fully engaged and the benefits delivered. He/she manages changes to business processes, systems, and technologies and workd with internal and external stakeholders to ensure a smooth transition and rapid adoption of new technology and/or processes. He/she has a strong emotional intelligence and situational awareness to adapt his/her approach to the situation, to be able to manage resistance and deliver upon the change required. About The Role - Grade Specific He/she develops, documents and implements the outcomes arising from change management tools.He/she is able to organize development and training for self, junior team members and internal stakeholders. He/she is widely recognized across Capgemini for a developed specialism in one OCM capability and is seen as an ambassador for change management.He/she is able to interact credibly with senior levels of client staff, able to apply emotional intelligence to influence behaviors and drive a positive outcome whilst managing complex relationships.