Role- Service Now Admin
Experience - 5+ Years
Location- Chennai
JD:-
Must have experience in CMDBs, Power BI, Tableau
Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible
Assign unresolved Incidents to appropriate Tier 2 Support Group
Log all Incident/Service Request details, allocating categorization and prioritization codes
Keep users informed about their Incidents' status at agreed intervals
Associate Incidents with other records (i.e
Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
Provide first-line investigation and diagnosis of all Incidents and Service Requests
Verify resolution with users and resolve Incidents in ITSM tool
Escalate Major Incidents to the Incident and/or Problem Manager
Escalate Incidents at risk of breaching Service Level Agreement to the Incident Process Coordinator.
Owns all Incidents and Service Requests throughout the lifecycle
