SAP, ServiceNow, and Salesforce Cloud Service Consulting Company | LMTEQ

Job Title

ServiceNow ITOM Admin

No. of Opening

1

Location

Hybrid

Experience

4 Years

Key Activities:

  • Work on incidents and requests for anything reported.
  • User and Group Administration in ServiceNow
  • Inbound Email Actions
  • Work on ad-hoc requests from Alkermes and escalate it to the ServiceNow support team (third party) whenever needed.
  • Troubleshoot issues reported on ServiceNow and escalate it to the ServiceNow support team (third party) as and when required.
  • Communicate details between Alkermes and ServiceNow support team (third party) on any service now related to communication.
  • Participate in all ServiceNow support team (third party) calls on ServiceNow management and case discussion.
  • Plan for release of items/enhancements.
  • Requirement gathering and design functional flow for catalog items
  • SPOC for CMDB including discovering CIs, troubleshooting discoveries, maintaining CI Integrity, Service Mapping for CIs.
  • Regular health check for CMDB and Orphaned CI and work on fixing the same.
  • Manage and report on license usage for compliance.
  • Available on call for any critical issues that require urgent attention.
  • 10% travel to other sites as required.
  • CMDB & CSDM, Auto Discovery, Event Management and Agent Client Collector Implementation.

Mandatory Secondary Skillsets – CMDB & CSDM, Auto Discovery, Event Management and Agent Client Collector Implementation

Roles and Responsibilities

  • The role will not be strictly technical and the client currently has a 2-year agreement with another vendor to manage their environments. Technical portion may be limited to change evaluation and defining best implementation practice for established support vendors.
  • Client has significant, internal, changes that it needs to promote internally as well ideally setting up more constructive communication channels between ourselves and Client (predicated on SNOW data analysis).
  • Assisting clients in all change evaluation across ITSM / Analytics / CMDB / General Platform as we receive and evaluate requirements.
  • Assisting clients in leading monthly change meetings with client and Internal Teams so we can promote best practice and capture & resolve requirements.
  • Assisting clients in Bi-Monthly steering committee review as we define and request IT Management review of platform strategic direction.