RC CRDP Cyber Strategy- Senior Associate

RSM US in India

4 - 9 years

12 - 16 Lacs

hyderabad

Posted:12 hours ago| Platform:

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Skills Required

sla call support servicenow spm itsm recruitment itom troubleshooting html agile https agile framework communication skills

Work Mode

Work from Office

Job Type

Full Time

Job Description

Essential Duties and Responsibilities:

Managing and supervising support staff
Maintaining records and writing reports
Providing cross-vendor communication in a multi-vendor environment
Stakeholder engagement, communication, and training
Support customers across various time zones
Working with cross-functional teams
Providing on-call support
Assessing problems
Identifying and assessing technical solutions
Troubleshooting and solving existing problems
Managing enhancements using an Agile Framework
Monitoring SLA
Act as escalation point

Basic Qualifications:

Minimum 4 years of total IT experience
Minimum 3 years of ServiceNow Support and Development experience
BE/BTech degree in Computer Science, Information Systems or equivalent field
ITIL Foundations v3 certified, v4 preferred good to have
ServiceNow Certifications CSA - mandatory plus 1 mainline certification, CIS-MSP preferred implementation specialist certification should be fine.
Knowledge, Skills and Abilities:
Experience with ServiceNow modules - ITSM, SPM, ITOM, ITAM, CMDB
Experience with leading application support and development activities
Experience with resolving issues within strict SLA timelines
Ability to work in shifts or out of standard working hours
Experience with standardizing and documenting support procedures and knowledge for client accounts

Professional Requirements:

Strong written and oral communication skills including presentation skills
Strong problem solving and troubleshooting skills
Proven success in contributing to a team-oriented environment
Proven ability to work creatively and analytically in a problem-solving environment.

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