Senior Analyst - ServiceNow

Provide first and Second level support to end-users using the ServiceNow platform.

- Assist users with general inquiries, issues, and requests related to ServiceNow functionality.
- Troubleshoot and resolve basic ServiceNow incidents and problems, MFA related issues, Access provisioning, administration on Okta etc.
- Setting up email ids for SSO.
- Monitor Workflows and Queues.
- Receive, log, and categorize incidents reported by end-users.
- Conduct initial analysis of incidents and attempt to resolve them within the scope of the support role.
- Escalate incidents to higher-level support teams when necessary.
- Maintain accurate and up-to-date documentation of ServiceNow processes, procedures, and issue resolutions.
- Contribute to the knowledge base to facilitate the resolution of common issues.
- Understanding of ServiceNow modules, including Incident Management, Request Fulfilment, and Knowledge Management.
- Proficiency in using ServiceNow ticketing system.
- Excellent verbal and written communication skills.
- Ability to communicate technical information to non-technical end-users.
- Strong analytical and problem-solving skills.
- BE or MCA in any Engineering discipline from a reputed college.

Mandatory Skills:

ServiceNow Administration, Active directory, MFA, Okta.

Excellent communication skills as it's a client facing role.