ServiceNow Sr. Associate

RSM US in India

4 - 9 years

5 - 9 Lacs

hyderabad

Posted:4 days ago| Platform:

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Skills Required

csa servicenow troubleshooting agile itil pega prpc ccsa prpc non voice process project management inbound customer service customer care customer support pega rules process commander voice process cse pega customer handling

Work Mode

Work from Office

Job Type

Full Time

Job Description

Essential Duties and Responsibilities:
- Managing and supervising support/development staff
- Stakeholder engagement, communication, and training
- Support customers across various time zones
- Working with cross-functional teams
- Providing on-call support
- Monitoring SLA and Act as escalation point
- Assessing problems
- Identifying and assessing technical solutions
- Troubleshooting and solving existing problems
- Managing enhancements using an Agile Framework.

Basic Qualifications:
- Must Have
  - Minimum 4 years of total IT experience
  - Minimum 4 years of ServiceNow Support and Development experience
  - BE/BTech degree in Computer Science, Information Systems or equivalent field
  - ServiceNow Certifications - CSA plus 1 mainline certification
- Good to have
  - ITIL Foundations v3 certified, v4 preferred.
  - ServiceNow Certifications CAD, CIS-ITSM, CIS-SPM, CIS-CSM

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