
Service Analyst
3 days ago
**Responsibilities**:
- Responsible for managing and coordinating incident resolution to minimize system disruptions
- Provide troubleshooting and Root Cause Analysis (RCA) of production incidents according to Service Level Agreements (SLAs)
- Provide workarounds for incidents that cannot be immediately resolved so that users can continue with their business as usual
- Organize and participate in conference calls, meetings, etc. needed to facilitate the investigation of production outages/problems and subsequent restoration of service
- Establish and practice business continuity and disaster recovery procedures to ensure recovery capability
- Provide advisory support to teams on technical/process concepts related to operations team for ITB
**Requirements**:
- Experience in technical implementation of ServiceNow ITBM and Integration Hub.
- Strong understanding of ServiceNow ITBM Solution and fundamentals.
- Experience in the performance management of ServiceNow platform.
- Able to perform impact assessment and effort estimation for service requests.
- Experience working in a highly complex environment with Critical Infrastructure and 24x7 operations.
- Certification in ServiceNow Certified System Administrator and ServiceNow PPM Implementation Specialist is preferred.
- Hands on experience with BPM / RPA tools is a plus.
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