IT Support Engineer III (Service Now)

Essential Duties and Responsibilities:

• Provide first-line investigation and diagnosis of all major Incidents and Service Requests working with service desk provider
• Expertise is Service Now tool
• Good to have some AI skill
• Identify potential problems and/or increasing trend of repetitive Incidents
• Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements
• Determine if an incident needs to be escalated according to priority and severity of the issue
• Create action plans to curtail incident trends and work with IT teams to revise or build solutions for resolution
• Gather requirements from IT teams and senior leaders for solution development to facilitate resolution of incidents
• Ensure that Incidents assigned to their Support Groups are resolved and that service is restored on time;
• Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected
• Participating in Incident review meetings following major Incidents and ensure RCA documentation is complete along with action plan to mitigate going forward
• Create Knowledge with repeatable procedures with a goal of reducing the number of Incidents
• Facility regular incident management meetings with the different towers to keep track on the back log of incidents
• Involved in implementing new services to safeguard the incident management process and adopt this new service into the standing support organization
• Partner with project managers when implementing new services to keep track on the incoming incidents which requires appropriate follow up
• Works in conjunction with Continual Service Improvement (CSI)
• Involvement in optimizing knowledge management and problem management to reduce incident volume

Job Qualification:

• Education:  Bachelor’s degree in computer science or related field preferred
• Certified Experience with Service Now
• Certified ITIL Foundation
• Certified ITIL Practitioner
• In addition to strong stakeholder management skills, you have strong analytical thinking skills, with the ability to make logical/reasoned decisions. Colleagues describe you as organized, detail-oriented and an expert at multi-tasking. You give your commitment to meeting deadlines and have excellent writing, verbal communication, presentation and research skills. Furthermore, you have:
• At least 5-7 years’ experience in a similar role
• Experience in a customer-facing role
• Project Management experience is a plus

• Demonstrated strong customer service, technical and analytical skills
• Excellent verbal and written communication skills.
• Ability to establish and maintain effective working relationships
• Self-Starter with the ability to quickly learn existing technical processes and combine knowledge from multiple disciplines to produce an optimal solution.
• Ability to multitask, prioritize, and manage time efficiently.
• Ability to handle a wide variety of duties with minimal supervision.
• Ability to work individually and in a team environment
• Sound analytical thinking and problem-solving skills
• Demonstrated organizational, time management, and multi-tasking skills.
• Recognize optimization potentials in existing processes and convert them into practical solutions
• Adapt and improve standardized solutions tailored to global requirements