Job Description

Role/ Job Title: Service Now Sr. Support Engineer

Business: Information Technology

Function/ Department: Information Technology

Place of Work: Mumbai

Roles & Responsibilities:
\'\xe2\x80\xa2 Performs core configuration tasks including system policies, business rules and client scripts.

• Moving data in and out of an instance using import sets and transform maps and also auto import of data into service now.
• Defining Service Level Agreements (SLAs), notifications, and reports.
• Maintains existing applications. Creates code that meets system standards.
• Worked with MID servers to facilitate communication and movement of data between the platform and external application and data sources.
• Created Dashboards and Reports that could be exported in different formats on the Performance and Analytics application.
• Integration of service now with AD for authentication and also with SCCM for Asset Management.
• Manages users, groups and roles
• Develop necessary development documentation as needed (e.g. technical design, developer notes, etc.)
• Investigate performance issues, learn troubleshooting tools, and use system logs to find issues
• Troubleshoot on Discovery and Mapping as per the business
• Migration of customizations from one instance to another instance.
• Communicating with end users, identifying their difficulties and changing the applications as per their requirements.
• Use & Administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLA\xe2\x80\x99s, Reporting etc.
• Core Application Administration: Policies & Interactions, Application Security, and Events & Notifications.
• Managing client scripts, UI policies, UI actions and Data policies.
• Subject Matter expert on Incident Management, Change Management Process and Knowledge article.
• Recommends appropriate design alternatives to be implemented based on customer constraints.
• Develops and executes plans and procedures for data conversion, customer acceptance criteria and installation strategy.
• Ongoing Maintenance.

• Production release management