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HI we have urgent opportunity for service now

complete remote

Role : ServiceNow - ITOM L3 Engineer
Experience : 6 Years minimum in ServiceNow Platform Support / DevOps Location : Banglore pune delhi hyderabad Shift Timings : Rotational Shifts

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MUST Have Mandatory skills (non-negotiable) • Must have excellent communication skills as this is for Global Support team with stakeholders across multiple countries • Minimum 4 years of Hands on experience with ServiceNow ITOM & overall 6 years in ServiceNow • Minimum 2+ years as L3 ServiceNow Engineer • should be ready to Work in Rotational shifts

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Requirement
• 6+ years ServiceNow Platform Support experience minimum • 4-6+ years of hands on experience with ITOM. • Should have minimum 2 years of Hands on experience as L3 ServiceNow Support • Strong written and verbal communication skills • Experience working across multiple teams for effective implementation. • Ability to engage with a variety of internal and external stakeholders. • Solid interpersonal skills and the ability to build solid working relationships. • Thorough knowledge of identity administration and expertise to solve complex issues. • Drive ServiceNow Discovery, Service Mapping, Orchestration, Event management and Cloud management applications within the ITOM product line • Need hands-on experience in optimizing discovery, tailoring patterns and development. • Need hands-on experience across multiple ServiceNow Discovery and Service Mapping projects involving a variety of enterprise and open-source application server, database, network, and operating systems. • Need hands-on configuration of event rules, alert rules, Orchestrator workflow, Cloud management portal. • Validate discovery results and troubleshooting as required. • Advise customers on ServiceNow ITOM best practices. • Assist with Service Mapping Processes and Best Practices • Guide customer configuration/implementations of the ServiceNow ITOM Platform • Need hands-on experience in troubleshooting ServiceNow Discovery incl hands-on Integration with other discovery source tools via REST, JSON, SOAP, ODBC, JDBC methods. • Need hands-on experience with scripting using JavaScript. • Need hands-on experience with Flow Designer ServiceNow ITOM Admin Requirements: • The ideal candidate will have ServiceNow L2/L3 support & development experience with ITSM as well as with other platform modules such as ITOM, ITBM and SAM. • Candidates who are experienced and well versed in both ITSM and IT infrastructure (security, server, and network) will be a great fit. Good to have: • Experience with the ServiceNow (CMDB) including class structure, tables, attributes, Identity and Reconciliation (IRE), and Class Manager. • Experience with ServiceNow development tools including Studio, Workflows, Orchestration, and Integration Hub. • Experience implementing systems using the Agile/Scrum methodology. • Experience with scripting in ServiceNow (Business Rules, UI Pages, UI Macros, etc.). • Experience with- User Interface design and User Experience concepts

KEY ROLES AND RESPONSIBILITIES:

Monitoring and Event Management
They ensure that the platform is configured, installed, tested and operational. In this regard they will perform necessary checks, apply monitoring tools, and respond to alerts. Where software is a component of the solution, they will also take responsibility for ensuring that the software is installed and configured according to business requirements. The Platform Support Engineer (ITOM) identifies problems and errors prior to or when they occur. He or she will log all such incidents in a timely manner with the required level of detail with all the necessary information. They liaise with all stakeholders including end users, vendors, carriers, and NTT Ltd. colleagues to expedite diagnosis of errors, incidents, events, and problems and to identify a resolution. These individuals liaise with vendors to ensure that any further features that are required in line with business requirements are actioned and implemented. The Platform Support Engineer (ITOM) performs simple and routine assignments that require good knowledge of the specified support function. They perform a variety of tasks related to but not limited to security access and administration and the testing and maintenance of internal systems.

Support
They investigate all line support calls assigned to them and identify the root cause of incidents, events, and problems. They ensure the efficient and comprehensive resolution of incidents, events, and requests. This could involve ensuring that repairs are carried out by coordinating product requests and liaising with other team members. They will also report and escalate issues to 3rd party vendors if necessary. They take full ownership for managing the incident, event, or problem to resolution within the business requirements. Where necessary, they escalate requests and exceptions to the Platform Support Manager. They provide continuous feedback to internal clients and affected parties and update all systems and/or portals as prescribed by Dimension Data procedures.

Incident, problem, request, and event management
They will take responsibility for responding to calls, events, problems, and incidents via Service Now. They assist in analysing, assigning, and escalating the support calls when required. They also provide telephonic support to end users. They are required to identify the problem, incident, or event, perform root cause analysis on events, problems and incidents and document the actions required, identifying, and selecting the appropriate solutions, including the development of a workaround plan. They ensure the implementation of a resolution and recovery, ensuring compliance to the relevant processes and within business requirements. They update incidents, problems, requests and events with progress and resolution details and ensure the required knowledge base is updated accordingly.

Reports
These individuals track the relevant capacity metrics and provide detailed reports that enable the required increase in capacity in line with business requirements. The Platform Support Engineer (ITOM) is also responsible for producing breach and other reports that are necessary for the correct operation of processes.