ServiceNow System Administrator

Company Name : Willware Technologies

Role : Servicenow System Administration

Experience : 3+ Years

Location : Bangalore

Roles and Responsibilities

Role Purpose:
The purpose of this role is to resolve priority incident tickets and service requests while contributing to incident analysis, change request preparation, and continuous service improvement.

Areas of Responsibility:

1. Triaging and Resolution of Tickets

• Perform initial triage for high priority incident tickets (P2 tickets) which may have an impact across one or more processes and resolve priority incident (P3) tickets within defined SLAs.
• Create logs of incidents and document observations and related root causes to support evaluation of mitigation measures.

1. Resolution of Service Requests

• Fulfil software, hardware, and network service requests within agreed timelines, ensuring timely completion and adherence to SLAs while maintaining quality and accuracy in request handling.

1. SLA Monitoring

• Monitor SLA timelines for the entire lifecycle of high priority incident tickets (P2 tickets).
• Escalate issues as needed and participate in weekly or monthly service review meetings with clients and internal teams.

1. Change Request Execution

• Create change requests as per the priority of incident tickets in adherence to defined guidelines.
• Present changes for approval with rollback plans in change approval meetings.
• Execute approved changes and document post-implementation outcomes.

1. Incident Analysis

• Analyse the nature of incidents to support root cause analysis and related service improvement plans.
• Contribute towards the development of mitigation actions to reduce repeat incidents by identifying patterns of issues noted.

Required Skills:

• ServiceNow System Administration
• Incident Management
• Service Request Management
• SLA Monitoring and Management
• Change Management
• Root Cause Analysis
• Production Support and Ticket Management
• Documentation and Reporting

Experience Required:
3-5 years of relevant experience in ServiceNow System Administration and support operations.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.