ServiceNow Administration & IT Service Management (ITSM)
- Administer and optimize ServiceNow environments, focusing on workflow automation, incident, problem, and change management processes.
- Design and maintain custom forms, automate routine requests, and implement integrations to enhance operational efficiency.
- Ensure that ServiceNow processes align with ITIL best practices, driving improvements in service delivery, incident response, and change management.
- Develop and maintain comprehensive reports and dashboards to provide visibility into incidents, Service Level Agreements (SLAs), and team performance metrics.
Identity, Access & Directory Services
- Oversee Active Directory and Group Policy management, ensuring secure and efficient directory operations.
- Manage Azure AD and O365 environments, including user provisioning, authentication protocols, and secure access controls.
- Administer core network services such as DHCP, DNS zones, VLAN configurations, and IP address governance to support seamless connectivity and directory integrity.
- User identity lifecycle automation and SaaS administration.
Monitoring, Support & Network Operations Center (NOC) Coordination
- Implement and manage monitoring solutions (e.g., SolarWinds, PRTG, BoldChat) to ensure system health, service availability, and rapid incident detection.
- Conduct thorough root-cause analysis on infrastructure incidents, escalating issues to the NOC as necessary for swift resolution.
- Provide Tier-2 and Tier-3 technical support for both endpoint devices and backend services, ensuring minimal downtime and optimal performance.
Platform Automation & Tool Integration
- Develop and deploy automation scripts (PowerShell, Python) for routine tasks such as user onboarding, group policy deployments, and configuration management.
- Integrate ServiceNow with LDAP, Microsoft O365, and endpoint support solutions (such as LogMeIn Rescue) to streamline IT operations.
- Utilize IT ticketing systems, JIRA boards, and ITIL methodologies to improve incident management and change coordination across platforms.
- Cross-environment integration (Okta, Google Workspace, O365, AWS, Azure).
Documentation, Governance & Cross-Department Collaboration
- Create and update runbooks, Standard Operating Procedures (SOPs), and technical diagrams for directory services, DHCP, and ServiceNow modules.
- Ensure strict adherence to compliance standards and established cybersecurity policies in all operations and documentation.
- Foster collaboration with infrastructure, security, and business operations teams to drive successful cross-functional projects and major rollouts.
Technical Skillset
- ITSM / ServiceNow: Proven experience administering ServiceNow, including forms, workflow automation, and incident & change management.
- Directory & Identity: Expertise in Active Directory, Group Policy Objects, Azure AD, and O365 integration.
- Networking Services: Proficiency in managing DHCP, DNS, VLANs, and IP Address Management (IPAM).
- Monitoring / NOC Tools: Hands-on experience with monitoring platforms such as SolarWinds, PRTG, BoldChat, and remote troubleshooting tools like LogMeIn Rescue.
- Automation: Advanced scripting abilities using PowerShell and Python; experience with API integrations for ServiceNow and other business systems.
- IT Operations: Strong grounding in ITIL methodologies, JIRA, ticketing systems, and performing root-cause analysis for efficient problem resolution.
- Collaboration: Effective cross-departmental coordination, comprehensive documentation practices, and technical training delivery.
- Candidate must be ready to work in EST Hours (1700 to 0300 IST).
