Job Summary
Create SOP Runbooks for the MSP Support team to facilitate knowledge transfer and ensure system maintainability.
Conduct training sessions and workshops for MSP Team members on ServiceNow functionalities best practices and new features.
Continuous Improvement
Stay updated with ServiceNow platform releases features and industry trends and assess their impact on existing solutions and processes.
Identify opportunities for innovation and optimization of ServiceNow solutions to drive
Responsibilities
Clear understanding of ServiceNow platform knowledge license management opening ServiceNow Hi support tickets escalating performance issues outages to ServiceNow support and or corresponding with ServiceNow support resources.
Coordinating with ServiceNow for Instance transfer upgrades & patching exercise
Provide expertise in ServiceNow modules such as Incident Management Change Management Problem Management Service Catalog Service Mapping and ServiceNow Discovery.
Provide technical support and troubleshooting assistance to MSP clients primarily using the ServiceNow platform.
Respond to client inquiries and issues in a timely and professional manner ensuring high levels of customer satisfaction.
Collaborate with internal teams ServiceNow team to resolve complex technical issues and escalate tickets as needed.
Opening ServiceNow Hi support tickets escalating performance issues outages to ServiceNow support and or corresponding with ServiceNow support resources
Proactively identify opportunities for process improvement and recommend solutions to enhance MSP support services.
Stay updated on ServiceNow platform updates best practices and industry trends to ensure the delivery of high-quality support services.
Participate in cross-functional projects and initiatives to drive innovation and improve service delivery.
Provide expertise in ServiceNow modules such as Incident Management Change Management Problem Management Service Catalog Service Mapping and ServiceNow Discovery.
Plan and execute ServiceNow platform migrations and upgrades ensuring minimal disruption to business operations and maximum utilization of new features and enhancements.
Develop migration strategies data mapping and data transformation plans to facilitate smooth transition from legacy systems to ServiceNow.
Coordinate with ServiceNow to Investigate Outage or uptime report
Instance Health and parameters reporting Using Hi portal reports
Certifications Required
ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist (CIS) certifications would be an added advantage.