Lead Administrator (Tools & Automation)

Job Summary

Support, configuration, analysis and troubleshooting of incidents on ServiceNow Platform in scope applications • Debug client-side scripts • Modifying client Scripts and workflows for implementing several validations. • Configurations at the level of UI levels/UI pages as per requirements • Automate application processes with Flow Designer via configuration • Enable users with context-sensitive help • Import data from an existing data source • Secure applications against access by other applications

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

 Excellent knowledge and working experience of SNOW

Other Requirements

ServiceNow Team Lead and Integration consultant will ensure the “As is” maintenance of current ITOM applications and integrations in scope. This role will also bring in ‘functional’ understanding of ITOM/Integration use cases to support coordination required with Service lines/ technical tracks during incident resolution activities. This role will also ensure the BAU Ops management and reporting aspects of engagement