Job Description:

Role : Technology Analyst - ServiceNow Platform

Number of Positions : 01

Band: E2

Experience (in Yrs)    : 5-7 Yrs

Role Description:

Technology Analyst will be part of the Digital (D) function. The Analyst should have a good understanding of the ServiceNow Platform & Linux OS. Analysts would be working in close cooperation with the application owner, process owners and architects. In addition, the analyst should be experienced in resolving technical cases created by businesses looking for assistance to understand or troubleshoot unexpected behaviors or answer technical questions about the platform. The analyst will work in an international, distributed and multi-functional team; using an agile mindset and methodology.

Qualification

• Expert knowledge on ServiceNow Platform

• Intermediate level Knowledge of Linux OS (RHEL or any other Unix OS)

• Basic level knowledge of MySQL/MariaDB or other Databases 

• Understanding of  ITSM modules (Incident, Problem, Change, CMDB & Asset)

• Understanding in Integrations with 3rd party tools using (AD, SSO, web services, MID Server, JDBC, etc…). 

• Demonstrated strong ability to troubleshoot technical issues.

• Passion for delivering excellent customer service.

• Good to have object-oriented programming skills (JavaScript and Java.)

• Excellent written and verbal communication skills with the ability to clearly articulate solutions to technical problems.

• Ability to work with high-value customer administrators and developers.

Roles & Responsibility: 

• Good understanding of ITIL Process Knowledge 

• Good understanding of Agile Methodology

• Good understanding of Development Lifecycles & Release process

• Load, manipulate, and maintain data between ServiceNow and other systems.

• Participate in deployment of features and ServiceNow releases.

• Make recommendations and participate in implementing ServiceNow requirements.

• Research and stay current in ServiceNow products and applicable integrated technologies

• Research and present new features of ServiceNow functionality on new releases

• Optimize stability and usability of ServiceNow through regular application maintenance

• Collaborate with team members to help debug technical issues

• Expected to diligently manage and resolve challenging issues assigned and may need to coordinate assistance from additional teams for more complex cases

• Resolve technical cases created by business looking for assistance to understand or troubleshoot unexpected behaviors or answer technical questions about the ServiceNow Application and platform.

• Performs routine maintenance to include performance monitoring and error identification/remediation

• Collaboration with the implementation team, Platform team,L2, L3 & L4 support and other internal IT departments

• Install, configure, Backup, Recovery and maintain Linux / Unix OS.

• Monitor OS performance, identify issues and resolve them in a timely manner.

• Ensure database security, integrity, consistency and most important data privacy. 

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

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