What you'll do:

Design and create indicators to measure performance and adjust service coverage

Analyse system and service bottlenecks as they occur and identify areas for improvement

Identify areas where automation and self-service can increase efficiency and reduce cost.

Maintains contact with users and offers technical advice and support in the area of expertise

Create and Manage ITSM Tool (ServiceNow) update sets in cooperation with the platform team.

Process mapping and documentation: Involved in formulating process maps, guideline documents and training

Responsible for operational report preparation and monitoring of key metrics and SLA performance

Conduct Governance meetings regularly to Monitor, Analyze and Improvise the performance of overall KPI Metrics.

Knowledge and experience working across a geographically and culturally diverse organization.

Proficiency in using metrics to measure and model service delivery and drive continuous improvements.

Design, evaluate and document processes and lead teams in accomplishing process review and improvement.

In addition to the above, based on the area of work like application development, infra support, cyber support, Microsoft office, service now, associated areas of responsibility will apply

Analyzes systems or business processes to design security solutions (for example, software, hardware) by meeting with customers and end users; investigating business requirements and ongoing operations; reviewing solution pros and cons with team members and customers; completing technical design aspects; and developing system and program specifications for Programmers and Programmer Analysts.

teams and applications by responding to complex business and technical problems; identifying and proposing solutions; assigning development to team members; and ensuring complete implementation.

Participates on team initiatives by following system development processes (for example, Information Systems Development Life Cycle (ISDLC)); assisting with required technical resource allocation; testing and debugging complex programs and scripts; reviewing and recommending third-party software; and reviewing systems documentation.

What you'll bring:

Minimum 2 years strong IT experience in Software Design, Development, Analysis, Testing and Implementation.

4+ years of experience in ServiceNow platform as both Developer and Administrator.

(SDLC) methodology, project management principles and providing end-to- end ITSM solutions using Service Now. Configuration and customization of Help Desk, Change/Incident/Problem/asset Management Modules including Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions based on user requirements..

Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients..

Strong computer science fundamentals in data structures and algorithms

Exposure to information retrieval, statistics, and machine learning..