Responsible to understand unique business process and translate them to technical requirements and deliver them using Service Now. 1. Manages users, groups and roles 2. Configure and Schedule Automated Daily, weekly, Monthly Reports for Operation team and Client 3. Configure Dashboard for Customer and Operation Team based on requirement 4. Setup of New Companies and integrate with Monitoring Tool, Cloud Vendor for Case Creation in Dev and then move it to Test and Prod Environment. 5. Customize Incident and Change form based on Customer Requirement 6. Customization of WatchList and Email Configuration Setup in Incident Form 7.Participated in ServiceNow Quick Start Implementation process and worked with Service-Now in the process of implementation of Incident, Change, Problem, Knowledge and Service-Catalog 8. Manages data with Tables, Import Sets, and Update Sets.9.Managing Data Feeds and Loading data in ServiceNow 10. Performs core configuration tasks including system policies, business rules and client scripts, UI Policies and Actions.11. Managing TASK SLAs in regard to scrubbing breach/reassignment of breached cases.12. Understanding of working on LDAP/SSO Server configuration13. Experience working on ServiceNow Instance/s management (Manage Upgrades, Activate, Plugin).14. Participates in design, test and transition Service Management and Service Integration solutions within the Now Platform15. Performs thorough data analysis, while engaged in migration projects, in order to provide requirements for developers enabling configuration and customisation16. Provides ‘Early Life Support’ - delivering Service Management and Service Integration services and handing over support to the future delivery teams17. Designs and execute E2E trainings and UAT.

Roles/Responsibility : troubleshoot desktop / server issueso OS : Windowso Monitoring Tool : Zabbixo Ticketing tools : BMC Remedy; Team Size : 40* Monitor, track and analyze customer feedback on regular basis.* Monitor customer feedback and sharing by the Team Lead* Regular Incident and Work Order Check.* Monitoring of ticket performance, Track SLA metrics, trends & dashboards* Preparing UAT for Delivery team for ITSM.* Building ITIL aligned process for incident and change management process.* Troubleshooting issues related to Active Directory, Lotus Notes, Citrix and AS400 and thirdparty application.* Attending user calls using BMC Remedy as a ticketing system.* Preparation of Standard Operating Procedures as and when identified* Reporting generation for the client review on daily, weekly and monthly basis