Technical Specialist

Job description:

ITOM Support Specialist:
6+ years experience supporting the implementation, administration, configuration, and/or development of the ServiceNow tool.
ServiceNow Experience should include scripting in ServiceNow, tool configuration, design work, technical configuration and deployment.
Good experience in using Glide system API s, script includes, Business Rules, client scripts, UI Policies and UI scripts.
Good understanding in Discovery and MID server setup/Troubleshooting experience.
Web Services Integration via (SOAP, REST, and JSON)
Must have experience of different processes of ITOM including event management, CMDB, and Discovery. Experience on Asset management would be preferred along with the other skills mentioned here.
Must have good technical understanding and experience on the integrations within the ITOM scope like (Puppet,OEM,OCI,Solarwinds,SCCM,DBM,OpenNMS,Cisco Prime etc..)
Must be able to fix issues around connection failure between ITOM and other layers, Slowness/Miss in processing alerts, Alert correlation etc.,
Excellent troubleshooting skills with ability to demonstrate influence in a consultative fashion to stakeholders and other team members.
Must have good experience on data imports, Data sources and transform maps. Candidate should be having knowledge to load data from different data sources (JDBC, Web services etc..)
CIS-ITOM Discovery certification must.
ITIL certification / Snow Admin / Snow Implementation/development Certification is a Plus.

Preferred Skills:
Experience in working on CMDB and Discovery related work.
Service mapping expertise and knowledge.
CSDM 4.0 knowledge.

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases