Job description:

Architecture and Design :- Lead the design and architecture of ServiceNow solutions, including the SNOW Portal, Discovery, and Remedy integration.- Develop and maintain the architecture strategy and implementation plans for integrating various ServiceNow modules. Integration and Migration :- Oversee the integration of ServiceNow with other ITSM tools like Remedy.- Plan and execute the migration of data and processes from old ServiceNow instances to new ones, ensuring minimal disruption to services. Configuration Management Database (CMDB) :- Develop and maintain the ServiceNow CMDB, ensuring accurate and up-to-date asset and configuration data.- Implement best practices for CMDB health and usage, and continuously improve CMDB processes. Implementation and Deployment :- Lead the implementation of ServiceNow Discovery to identify and track IT assets within the network.Ensure successful deployment of ServiceNow solutions, including testing and validation. Collaboration and Communication :- Work closely with stakeholders to understand business requirements and translate them into technical solutions.- Provide subject matter expertise and guidance to the development team and other stakeholders.

• To adhere to quality standards, regulatory requirements and company policies
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
• To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
• To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team.
• To provide support for on call escalations /L3 level support and doing incident & problem management
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives.