Specialist, ServiceNow Platform Operations - Technology Workflows

Overview

Specialist role supporting ServiceNow production applications for Merck within Corporate Systems, providing tier 2 and tier 3 operational support and coordinating problem investigations.

What you'll do

• Provide tier 2 and tier 3 operational support for issues raised with ServiceNow production deployed applications for Merck, including coordination of problem investigations (includes documenting)
• Coordinate with the Engineering team and Vendor support for operational production updates and execute in support of meeting documented requests
• Provide support as well as required creation or updates of Service Catalog Items
• Partner with engineering team for release support such as migration of update sets and configurations in prod and non-prod environments where support is needed
• Support environment management (prod and non-prod) for activities such as cloning, data migration, and configuration where operations support is needed
• Support testing of ServiceNow configurations and developments to ensure system stability, reliability, and accuracy
• Support maintenance of comprehensive SDLC and technical documentation for all ServiceNow configurations, customizations, and developments
• Stay up-to-date with the latest ServiceNow features, tools, and best practices

What you'll need

• Bachelor's degree in Computer Science, Information Technology, or a related field
• 3+ years of working experience as a ServiceNow support resource, preferably with CMDB, ITSM, Portal, Virtual Agent and/or custom scoped applications
• ServiceNow Certified System Admin (CSA) certification
• In-depth knowledge of ITIL processes and best practices for IT Service Management
• Excellent organizational and time management skills to manage multiple projects simultaneously

Nice to have

• ServiceNow Certified Application Developer (CAD) certification
• ServiceNow Certified Implementation Specialist (CIS) certification
• Understanding of Agile development methodologies

Details

• Location: Hyderabad (Hitec City Raidurg), India
• Flexible work arrangement: Hybrid
• Travel requirements: Flexible