Technical Specialist

• Perform software configuration and customization, screen tailoring, workflow administration, report setup, data imports, integration, custom scripting and third-party software integration.

• Obtain and analyze business requirements and document technical solutions

• Develop, design and rollout new application modules, workflows and catalog requests

• Research new functionality and recommend solutions that deliver customer value

• Provide escalated support on technical issues to team members who are working service now implementations

• Experience with working or developing in any one of the following programming languages: JavaScript, Angular JS, Java, Python, HTML, XML

• Should have at least ServiceNow Certified Implementation Specialist certification

• To provide support for on call escalations and doing root cause analysis of given issue

• To independently resolve tickets within agreed SLA of ticket volume and time.

• To adhere to quality standards, regulatory requirements and company policies

• Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts

• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases