Resolve ServiceNow tickets related to User access, approver changes, HRSD workspace config issues, Contact phone number updates, Agent Configuration issues, email routing incorrectly, authentication issues, manager updates, Permissions issues, PagerDuty integration setup issues.

ServiceNow Slack Channel

Resolve messages from the Slack channel related to ServiceNow and integrations to ServiceNow, address 'how to' questions, reporting configuration questions, Access/permissions questions, and approver changes.

In case a message results in an Incident or Service Request, create the relevant Incident or request in ITSM platform and inform the user that a ticket is being created for their issue. ServiceNow Backup and Recovery support

Manage requests to restore data from backup.

Monitor/review backups for successful completion or failure and Validate data restorations.

ServiceNow Architect and Development Leads.

Review any requests for restore with Starbucks ServiceNow Architect and Development Leads prior to executing the restore/recovery.

Perform data restoration and recovery across Starbucks ServiceNow environments as per process/task list agreed during transition Biweekly release support

Assist ServiceNow development team in validating update sets prior to implementation. Participate in testing/validation of ServiceNow update sets prior to production deployment. Communicate with customer ServiceNow development team and Product teams on deployment dates, timing and status.

Monthly patching

Address patching of mid servers for ServiceNow where monthly patching is not completed via the automated processes.

Follow existing incident and change processes for fallouts

Address critical patches by next day, High priority patches within one week and medium patches within 2 weeks

Post patch deployment support

Vulnerability management

Support actions with customer development and product teams as per SOPs provided and vulnerability report received from client

Follow-up on Critical and High risk vulnerabilities with urgency.

Audit and evidence collection

Support evidence collection based on the audit control and description for items such as Sarbanes-Oxley, PCI Compliance, GDPR.

Notify control owner before submitting evidence.

Additional Details

Global Grade : C
Local Skills : ServiceNow Request Management;web service;software testing
Languages Required: : ENGLISH.

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