Job description:

Snow Admin and Automation specialist L3 JD

Minimum 8 to 12 yrs experience in Snow admin platform
3-6 yrs experience in snow development activity.
Should have managed large customer instances
Must handle day today L3 activities and monitoring tasks.
Should develop workflows, implement integration.
Should manage version upgrades along with integration management.
Should have exposure in to service now scripting and automation, hands on scripting experience is must.
Extremely proficient with the system , especially ITSM Pro modules, virtual chat agent, service portals, API connectors and custom tables we created
Must have basic scripting knowledge to update custom UI, business rules etc.
Proficient to handle all system configurations, catalog item creation , troubleshooting flows etc.
Must have created work flows and fix work broken work flows.
Should have knowledge in ITIL process to mange the system effectively.
Should manage ITIL licenses on SNOW for cost effective utilization.
Should handle platform migration activities as an individual or to lead the effort with a team.
Team management experience is added advantage.

Graduate
Fluent in English
Manage customer directly without any escalation
Support customer during US work hours.

Expert in Java script and experience on Powershell script.

Integrate ServiceNow with other tools and external platforms using APIs and web services.

Design, develop, and configure ServiceNow ITOM and CMDB modules, including Discovery, Service Mapping, Event Management, and Configuration Management.

Customize ServiceNow workflows, Flow designer, business rules, UI policies, and notifications to support ITOM and CMDB processes and automation.

Configure and maintain the CMDB data model, ensuring accurate and up-to-date configuration item (CI) information.

Provide ongoing support and maintenance for ServiceNow applications, troubleshooting issues and implementing necessary fixes or enhancements.

• 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.