Senior Associate Consultant
Systems Plus pvt ltd
مجموع سنوات الخبرة :2 years, 8 أشهر
* Member of 24/7 on-call support model of technicians and maintenance of team shift schedules that provide robust coverage and back up to ensure prompt response and facilitation of major incidents management processes.
* Perform business and functional analysis and basic configuration of the ServiceNow platform
* Managed and maintained ServiceNow platform, including user account creation, permission management, and system configurations
* Collaborated with business units to identify and implement improvements to ServiceNow processes and workflows
* Ensure comprehensive and rapid support of major incident management (MIM) communications, status updates, and follow-up reporting within SLA
guidelines.
* Assist in troubleshooting incident problems where possible
* Identifies, coordinates and delivers relevant training for the entire OC staff.
* Ensure facilitation and support of change management processes, including the facilitation of daily Change Advisory Board (CAB) meetings
* Provide effective communication, process execution, meeting facilitation and reporting related to all Root-Cause Analysis (RCA) activities
* Deliver prompt and accurate monthly reports including high-severity incident and RCA statistics and aging reports
* Analyze, propose, design and implement process improvements in all areas of the CC
* Review and update all CC-related documentation (SOPs, run books, support contact list, escalation flow diagrams, etc.)
* Perform and training L1 tasks (ServiceNow, Unix, Windows, job scheduling, etc.)
* Ensure continuous review and updates to all documentation (SOPs, run books, support contact list, escalation flow diagrams, etc.)* Member of 24/7 on-call support model of technicians and maintenance of team shift schedules that provide robust coverage and back up to ensure prompt response and facilitation of major incidents management processes. * Perform business and functional analysis and basic configuration of the ServiceNow platform * Managed and maintained ServiceNow platform, including user account creation, permission management, and system configurations * Collaborated with business units to identify and implement improvements to ServiceNow processes and workflows * Ensure comprehensive and rapid support of major incident management (MIM) communications, status updates, and follow-up reporting within SLA guidelines. * Assist in troubleshooting incident problems where possible * Identifies, coordinates and delivers relevant training for the entire OC staff. * Ensure facilitation and support of change management processes, including the facilitation of daily Change Advisory Board (CAB) meetings * Provide effective communication, process execution, meeting facilitation and reporting related to all Root-Cause Analysis (RCA) activities * Deliver prompt and accurate monthly reports including high-severity incident and RCA statistics and aging reports * Analyze, propose, design and implement process improvements in all areas of the CC * Review and update all CC-related documentation (SOPs, run books, support contact list, escalation flow diagrams, etc.) * Perform and training L1 tasks (ServiceNow, Unix, Windows, job scheduling, etc.) * Ensure continuous review and updates to all documentation (SOPs, run books, support contact list, escalation flow diagrams, etc.)
Skills: Product Support · ServiceNow · Operations · Documentation · Problem Management · IT Operations · Windows Server · Windows · Incident Reporting · Incident Management · Analytical Skills
Completed my bachelors in engineering mainly focused on computer science and engineering