Noida, Uttar Pradesh
Job Summary
Minimum of 5 years of relevant recent experience
Strong understanding of ITSM best-practice processes, with Configuration Management and Asset Management experience
Hands-on experience with industry-standard Change, Configuration and Asset Management system tools, preferably within the ServiceNow environment
Experience leading technical functional discussions to implement Asset & Configuration modules in ITSM Tools
End to End process implementation for SACM
Conduct workshops for our customers to understand the requirements
Knowledge of GBP Process and demonstrate all GBP features to the client
Document the customer requirements and provide the best possible solution
Agree the final implementation approach with the customer and liase with the technical team to configure in the tool
Prepare the test cases and review them with the client
Document all the requirements formally and share with the client
Impart trainings to the customer and its stakeholders
Conduct UAT and share the UAT results
Key Responsibilities
1. To champion ITIL, security, and data privacy to offer high-quality, well-documented solutions, minimizing risks and maximizing customer satisfaction.
2. To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.
3. To work on value adding activities such as maintainenace of a comprehensive Knowledge base , act as a mentor to junior analysts,and deliver training programs for freshers, equipping them with essential skills to become productive .
4. To contribute to a positive customer experience and high CSAT scores by providing fast, accurate, and secure resolutions, fostering customer trust and satisfaction.
5. To proactively identify and address potential security vulnerabilities to protect customer data and prevent security incidents.
Skill Requirements
ITIL v3 Foundation certification
ITIL Intermediate
Asset CMDB Architecture solution experience
ServiceNow administration experience
Other Requirements
As a technical consultant focusing on ITOM development and configuration on ServiceNow platform this resource will deliver finalized ServiceNow Discovery Solutions utilizing the ServiceNow Discovery Module.
ServiceNow configuration
Design the workflows in the tool as designed by the Functional Consultants
Demonstrate the technical capabilities of the tool to the customer
Run SNOW Discovery and validate the results
Troubleshoot the discovery issues and complete the RCA for any deviations
Document the pre-requisites for Integration methodologies
Work along with the steady state team and help them troubleshoot any issues
Set up the discovery for the client and handover to the delivery teams with proper documentation
Expertise on ServiceNow tool, discovery, Service mapping, Orchestration.
play a key role during the planning stage of enhancing auto-discovered configuration data that makes up a Service.
understand business service architecture and translate them into technical specifications for Service Map implementation
experience in CMDB implementation using Service Now platform.
Experience in designing, development, and implementation of automated processes for gathering, populating, and maintaining CMDB data
Experience in building CMDB health Dashboard and custom reporting
Installation/Configuration and implementation of the discovery tool
Strong troubleshooting skills, reading logs, solving complex workflow issues
Writing maintainable code as per best coding practices
Experience in Implementing discovery solutions for multiple customers.
Experience in Writing custom patterns for discovering custom/in-house applications
Experience in Scripting and solutions to expand the ServiceNow Discovery module
Knowledge of scripting language
Experience in building custom integration using adapters, custom connectors.
Candidate should lead a customer through knowledge and requirements discussions for implementing and deploying ServiceNow Service Mapping.
Candidate should have experience in Coding, Test Scripts and Configuration for ServiceNow Service Mapping along with ability to configure ServiceNow MID Servers in customer environments.
Candidate should have experience in Developing Customized Patterns for Discovery/Service Mapping.
Candidate should have experience in Delivering technical workshops on Service Mapping, Discovery, integration with full knowledge of CMDB/AMDB Lifecycle.
Candidate can clearly Articulate the ServiceNow CMDB Classes for Asset and Configuration, their relationships and dependencies
ITIL Foundation Level Certification.
Candidates with ITOM certification will be preferred
Good written and communication skills.
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