Job Description
ServiceNow Administrator (Contract)
Rate:-200K/M
Rel EXP:- 7+
Location: Flexible (India preferred for proximity to eng teams)
Role Summary: Establish governance practices for the day to day health, maintenance and operation of the ServiceNow platform. This role ensures SN Operations and Maintenance practices and standards are embedded into Google’s IT Operations processes to maintain platform stability, performance and operational efficiency.
Key Responsibilities:
- Document and Implement ‘in -platform’ best practices for the following areas (not exhaustive):
○ User and Group Administration
○ Implementation procedures for approved changes and enhancements
○ System upgrades and clone management
○ Performance monitoring and health checks
○ In-platform reports and dashboards
○ Advanced scripting for automation
- Transition these practices into Google standards
Required Experience:
- 7+ years direct hands-on experience in administering the ServiceNow platform in a very large enterprise (10,000+ users).
- Led multiple major platform implementations and upgrades for large enterprise orgs (project and release management)
- Deep expertise of core ITSM and CMDB, and other modules, e.g. ITOM, ITAM and GRC
- Expert level scripting capabilities (JavaScript, Glide, Angular JS) for automation
- Proven ability to implement complex, bi-directional integrations with 1P and 3P enterprise platforms (e.g. SAP, Salesforce, Workday) using multiple API tools
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Do
- Ensure timely response of all the tickets raised by the client end user
- Service requests solutioning by maintaining quality parameters
- Act as a custodian of client’s network/ server/ system/ storage/ platform/ infrastructure and other equipment’s to keep track of each of their proper functioning and upkeep
- Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe
- Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
- Provide an acceptance and immediate resolution to the high priority tickets/ service
- Installing and configuring software/ hardware requirements based on service requests
- 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
- Provide application/ user access as per client requirements and requests to ensure timely solutioning
- Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer
- Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
- Coordinate with on-site team for complex problem resolution and ensure timely client servicing
- Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner
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Deliver
No | Performance Parameter | Measure |
1. | 100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails |
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Experience: 3-5 Years .
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