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Technical specialist
Job Description
Technical specialist
Job Summary
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Location: Noida
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Project role: Technical specialist
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Qualification: B-Tech
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Experience: 2.5-5 Years
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Skills: TECHNICAL CONSULTANT
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No. of positions: 1
Job description:
Responsibilities Implementation of ITSM modules (Incident, Request, Problem, Change, CMDB & Asset) Configure and enhance core application, including, but not limited to, Service Catalog, Portal, Incidents, Requests, Knowledge Base, Change Management, Problem Management, and Reporting Collaborate with Process owners on best practices (Incident, Request, Problem, Change, CMDB & Asset) Administration of ServiceNow platform, including issue and performance mitigation, health checks, etc. Educate IT Staff on ServiceNow usage Integrate 3rd party software with ServiceNow Load, manipulate, and maintain data between ServiceNow and other systems Troubleshoot existing solutions, including, but not limited to, core components such as AD, LDAP, SSO, etc. Write clear, concise and accurate technical documentation, such as requirements, system architecture design, use case diagrams, sequence diagrams and class diagrams Move changes from Dev to Test and Test to Prod Create Reports, Homepages, and Dashboards
- To provide support for on call escalations and doing root cause analysis of given issue
- To independently resolve tickets within agreed SLA of ticket volume and time
- To adhere to quality standards, regulatory requirements and company policies
- Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
- To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases