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Consultant
Job Description
Consultant
Job Summary
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Location: Noida
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Project role: Consultant
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Qualification: B-Tech
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Experience: 4.5-8 Years
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Skills: ITSM Platform
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No. of positions: 1
Job description:
Job Title: Level 3 Support Engineer - Technical Analysis & Development (ServiceNow Platform)
Location: Noida/ PAN-INDIA
Overview: As a Level 3 Support Engineer specializing in Technical Analysis & Development within the ServiceNow platform, you will play a critical role in providing advanced technical support, customization, and development services to enhance and maintain our IT Service Management (ITSM) capabilities. You will work closely with cross-functional teams to analyze business requirements, design technical solutions, and implement customizations to optimize ServiceNow workflows and functionalities.
Key Responsibilities:
- Advanced Technical Support:
Provide expert-level technical support and troubleshooting for complex issues within the ServiceNow platform, including incident management, problem management, change management, and other ITSM processes.
Serve as the highest level of escalation for ServiceNow-related incidents, conducting in-depth root cause analysis and implementing effective solutions to restore service. - Customization and Development:
Design, develop, and implement custom ServiceNow solutions, enhancements, and integrations to meet business requirements and improve ITSM processes.
Customize ServiceNow workflows, forms, UI policies, business rules, and client scripts to automate manual tasks, streamline processes, and improve user experience. - Technical Analysis and Solution Design:
Collaborate with business stakeholders, IT service owners, and process owners to gather requirements, analyze business needs, and translate them into technical specifications and solutions within the ServiceNow platform.
Conduct technical impact assessments and feasibility studies for proposed changes, assessing risks and dependencies to ensure successful implementation. - Release Management and Deployment:
Manage the release lifecycle of ServiceNow updates, patches, and enhancements, coordinating with internal and external stakeholders to plan, test, and deploy changes to production environments.
Develop and maintain release management processes, procedures, and documentation to ensure the smooth and controlled delivery of ServiceNow changes. - Incident and Problem Management:
Lead the resolution of complex ServiceNow incidents and problems, applying advanced troubleshooting techniques and collaborating with internal and external teams to identify and resolve underlying issues.
Drive continuous improvement initiatives to proactively address recurring incidents and problems, implementing preventive measures and corrective actions to minimize service disruptions. - Knowledge Management and Training:
Contribute to the creation and maintenance of technical documentation, knowledge articles, and best practices related to ServiceNow configuration, customization, and development.
Provide training and mentorship to Level 1 and Level 2 support teams, sharing expertise in ServiceNow platform capabilities, development methodologies, and troubleshooting techniques.
Qualifications:
Bachelor's degree in Computer Science, Information Technology, or related field.
years of experience in a Level 3 support role with a focus on ServiceNow platform administration, customization, and development.
Extensive hands-on experience with ServiceNow platform components, including Service Catalog, Incident Management, Change Management, CMDB, and Reporting.
Proficiency in ServiceNow scripting languages such as JavaScript, Glide, and AngularJS, with the ability to develop custom applications, modules, and integrations.
Strong understanding of ITIL principles and ITSM processes, with practical experience implementing and optimizing ServiceNow workflows to align with industry best practices.
Excellent analytical,