Service Desk Operations:
• Handle escalated IT incidents and requests to ensure quick resolution.
• Provide expert-level support and guidance to junior IT service desk staff.
• Collaborate with other IT teams and departments to resolve complex issues.
ServiceNow Development & Management:
• Develop, configure, and enhance modules on the ServiceNow ITSM platform.
• Implement system upgrades, patches, and maintain integrations with other business tools.
• Work closely with IT and business stakeholders to gather requirements and ensure ServiceNow aligns with business needs.
Process & Strategy Development:
• Recommend and implement improvements to service desk processes and policies.
• Drive continual service improvement initiatives.
• Document standard operating procedures and provide training to the team.
Reporting & Analytics:
• Generate reports and dashboards to monitor service desk performance.
• Use ServiceNow analytics to identify trends and areas for improvement.
Collaboration & Training:
• Mentor and train junior service desk analysts.
• Collaborate with other teams to improve end-to-end IT processes.
Other ad-hoc duties as assigned by manager.
1. Education: Bachelor’s degree or equivalent in Computer Science, Information Systems, or a related field.
4. Functional Skills
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