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| Job Location | Chennai (Tamil Nadu) |
| Education | BE/ B.Tech (Engineering) |
| Salary | As per Industry Standards |
| Industry | Software Services, IT-Software |
| Functional Area | Operations/Customer Service/Telecalling/Backend |
| EmploymentType | Full-time |
Job DescriptionSenior specialist Job SummaryLocation: ChennaiProject role: Senior specialistQualification:BE/B.Tech (Hons)Experience: 4.5-8 YearsSkills:ServiceNowNo. of positions: 1Job description:ITOM- L2 Define, prioritize, and execute ServiceNow ITOM operational needs Implements new ServiceNow ITOM features and modules such as (but not limited to) Event Management, Agent Client Collector, etc. Builds and develops monitoring tool integrations with ServiceNow event management. Advising and researching on new ITOM tools and features. Supports ServiceNow ITOM technical server environments (e.g. mid servers), including oversight of ongoing development activities and system administration.To provide support for on call escalations and doing root cause analysis of given issueTo independently resolve tickets within agreed SLA of ticket volume and timeTo adhere to quality standards, regulatory requirements and company policiesWork on value adding activities such Knowledge base update and management, Training freshers, coaching analystsTo ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
Keyskills :
escalations csat coaching customer experience