Sr. SERVICENOW

Sr. SERVICENOW

(FULLY ON-SITE for NY, NY)

Note: STRICKLY FOR LOCALS, there is no Options for someone to relocate. The interview process will be 30 mins zoom call.

Scope and Tasks:

Act as a Subject Matter Expert (SME), maintaining a deep breadth of understanding of business rules and functionality across systems and applications. Mentor, and coach other specialists on the team as they acquire the subject matter knowledge and expertise necessary for support. Participate in team meetings to review operations procedures, identify, and recommend improvements for efficiency.
Provide day-to-day support communicating directly with end users to triage, troubleshoot, diagnose root cause, resolve application issues, identify potential issues, and answer how to questions. Use remote support toolset to perform root-cause analysis to resolve incidents and complex issues. Monitor, investigate, and resolve errors identified on daily edit logs and document internal errors. Monitor and report on disruptions in interfaces between systems. Configure and setup applications and integrated systems on end user desktops. Assist with the maintenance, upgrades, and implementation of existing applications as well as other new systems.
Update incident tickets and service requests with substantive information, technical troubleshooting steps and status updates and provide full documentation through resolution or reassignment.
Manage personal and team assignments to deliver support within the scope of agreed SLTs and SLAs. Collaborate and coordinate support with application development team on support issues and related requirements. Escalate and manage escalations to appropriate support groups, team leads and managers when appropriate and according to established procedures.
Perform application and report results retrievals via interface or natural language searches. Provide assessments of compliance and operational efficiency through comprehensive reporting and metrics including ad-hoc requests, historical/trend reporting and self-auditing. Interpret and comply with quality assurance standards. Follow agency and vendor best practices for configuration and support.
Process application access requests properly configuring access levels, exercise professional judgment in an environment with access to confidential information employing tact, discretion, and diplomacy to complete tasks within defined policies and procedures. Troubleshoot application authentication, MFA, and other identity management related tasks.

Preferred Skills:
Possess strong analytical, problem-solving, customer service and relationship building skills while demonstrating an ability to multi-task and effectively interact / communicate with end users and support teams.
Demonstrate proficiency with MS Office 365, Remedy and ServiceNow, Incident Management System.
Experience in a lead application support role providing world class, cross functional support to large and diverse end user community to meet established SLTs and SLAs adhering to ITL best practices.

We are certified as a Women's Business Enterprise (WBE)