Servicenow Consultant

Job Scope:

The Application Support will be Responsible for Service Assurance and Support for CRM and ITSM

Job Responsibilities

Primary Responsibilities:

• L1 and L2 Support to CRM & ITSM end users
• Resolving day to day queries of the end user
• Coordination with support agency for issue resolution
• Identify potential requirements from the issues bugs reported by the users that can be converted into requirements for future development.
• End User Training

Additional Responsibilities:

• Responsible for support and coordination of integration with other business applications like ERP (SAP)
• Identify Process Gaps, New features, functionalities and propose solution.
• Development / Customization in system
• Change and Release Management for new releases / customizations.
• Monitor the user licenses usage.
• Monitor the system usage as per framework set by Corporate IT.

Must Have Skill:

• Hands on experience in working on any industry standard CRM and ITSM tools.
• Good knowledge on MS Office applications
• Follow & commit with Yottas Policy statements (eg. QMS/EMS/OHS/ISMS/PIMS/ITSM etc)
• Undertake applicable training as communicated from time to time.
• Participation in Risk assessment process, contribute in achieving departmental & management system objectives & Assist in maintaining PIMS controls throughout personal data lifecycle.

Good to have Skills

• Excellent Communication and Presentation
• Strong in Process, documentation and methodological
• Development and updating of training content
• Motivated self-starter capable of working in a team environment as well as individually without direct supervision

Behavioral Attributes:

• Art of skillful conversation
• Creativity & Problem Solving
• Learning on Fly
• Business Acumen
• Dealing with ambiguity
• Building Trust
• Customer Focus
• Intellectual Horsepower (Functional Skills)
• Action Orientation & Accountability
• Process-Quality Excellence
• Prioritizing, Planning & organizing
• Listening, Sensing, Observing
• Building Collaborative Relationships

Qualification and Experience:

• Bachelor of Engineering - BE, Master of Engineering – Meng
• ITIL certification