Demonstrate proven leadership skills and the ability to influence others at all levels of an organization. Excellent communication skills including excellent conversation with Clients and client side users present globally. Work in challenging and ambiguous environments. Communicate effectively to team members on a regular basis. Work across functional areas to drive continuous improvement. Coordinate with Service / Application owners for modifications and changes in ServiceNow. Conducting regular trainings on Various topics for clients and teams. Perform QA testing and UAT testing. Develop, maintain and publish documentation regarding use of Service Now enhancements. Configure User Accounts, Groups & Roles. Strong technical skills, including knowledge and relevant experience in SDLC. Responsible for the optimal operation of our environment by actively investigating issues and solving problems before they occur. Working with ITSM team members, internal customers, and external partners to design, develop, configure, test, document, and deploy new functionality and fix existing issues. Updates & maintains a comprehensive testing protocol for Service-now instance upgrades with the purpose of certifying all applications for use after the upgrade completes. Creates and updates incident records in Service-now’s tracking system. Knowledge of ServiceNow applications for Incident, Change, Problem, CMS, Facilities, Knowledge, CMDB and reports / metrics, as well as Performance Analytics, Guided Tour, Flow Designer, Survey, ATF, Catalog Items, Dashboard, VTB. In depth understanding of ServiceNow functionality and how ITIL processes can be implemented in ServiceNow including, but not limited to Incident Management, Change Management, Problem Management, CMDB Management, Service Catalog, Knowledge Management, and Service Portal modules. Complete development, configuration and workflow administration to support business processes.

Provide basic to complex technical support by determining the best support options which may include personal ownership until the completion of the case. Apply existing technical skills and begin to develop advanced skills using tools and equipment appropriate for the position or specialization. Troubleshoot simple to complex hardware and/or software issues Follow appropriate escalation path to resolve technical issues from customers Assist external users of the client's technical products or services by answering questions and solving problems involved in their use. Identifies, investigates and researches user questions and problems, and may refer to technical, professional or service personnel for follow-up, as appropriate. Respond to basic to complex inquiries of a technical nature through case management. Handle problem resolution which may require follow-up and/or escalation to a higher level of expertise. Listen attentively to customer needs and concerns; demonstrate empathy. Clarify customer requirements; probe for and confirm understanding of requirements or problem. Meet customer requirements through first contact resolution. Confirm customer understanding of the solution and provide additional customer education as needed. Prepare complete and accurate work and update customer file. Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests. Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity. Participate in activities designed to improve customer satisfaction and business performance. Offer solutions to issues that may be non-standard/non-routine and require extensive clarification. Maintain broad and in-depth knowledge of client products and services. Attend training sessions on new products when necessary.

Manage information technology and computer systems Develops, maintains, and monitors procedures for server backups. Ensure technology is accessible and equipped with current hardware and software Monitor and maintain technology to ensure maximum access. Perform on-site and remote technical support. Designs, installs, upgrades, configures, and repairs local and wide area network hardware and infrastructure. Perform other related duties as required during working hours. Liaising and communicating with external support company. Advising on training needs and courses available Digital Marketing (Creating Emailer and bulk sms) Administer internet/intranet infrastructure, including components such as web, file transfer protocol (FTP), news and mail servers. Collaborate with development teams to discuss, analyze, or resolve usability issues. Collaborate with web developers to create and operate internal and external web sites, or to manage projects, such as e-marketing campaigns. Determine sources of web page or server problems, and take action to correct such problems. Document application and web site changes or change procedures. Handling Linux based VPS.

Windows 98/XP/Vista installation.System / Network Administration.Assembling new computers.Data Typing & Project making (in MS-word, MS-Excel & MS-Power Point).Handling Customers.Solving Customers Problem.