Senior Consultant

As a Senior/Lead ServiceNow Consultant at NTT DATA Business Solutions, your role will involve providing L2/L3 production support for ServiceNow ITSM and CSM modules. You will be responsible for handling incidents, service requests, and defects within defined SLAs, as well as performing root cause analysis for recurring production issues. Your expertise in ServiceNow CSM will be crucial for supporting customer case management processes. Additionally, you will implement minor enhancements, configurations, and workflow updates, troubleshoot issues related to notifications, SLAs, and assignment rules, and support service catalog items and service portal related issues. Key Responsibilities: - Provide L2/L3 production support for ServiceNow ITSM and CSM modules - Handle incidents, service requests, and defects within defined SLAs - Perform root cause analysis (RCA) for recurring production issues - Support customer case management processes in ServiceNow CSM - Implement minor enhancements, configurations, and workflow updates - Troubleshoot issues related to notifications, SLAs, and assignment rules - Support service catalog items and service portal related issues - Manage user access, roles, and permissions (ACLs) - Monitor scheduled jobs, integrations, and data loads - Coordinate with business stakeholders and conduct status updates - Maintain knowledge articles and support documentation - Participate in release deployments, patching, and upgrade support Qualifications Required: - 6+ years of hands-on ServiceNow experience - Strong support experience in ServiceNow ITSM (Incident, Problem, Change, Request) - Hands-on experience in ServiceNow CSM (Case Management) - Experience in L2/L3 production support environment - Experience with SLAs, notifications, and workflows - Knowledge of Business Rules, Client Scripts, UI Policies, and Data Policies - User/role management and ACL handling - Knowledge of Service Portal, Catalog support and Reporting - Scripting knowledge (JavaScript in ServiceNow) - Integration monitoring (REST/SOAP, MID Server) - Understanding of ITIL processes - ServiceNow Certified System Administrator (CSA) - ITIL Foundation Certification - Experience with Flow Designer - Experience supporting patches and upgrades In case of any queries related to the job description, you can reach out to the Recruiter: Recruiter Name: Sweta Yadav Recruiter Email ID: Sweta.Yadav@bs.nttdata.com Join us at NTT DATA Business Solutions, where we are dedicated to transforming SAP solutions into value and empowering our team members to grow and excel in their careers. As a Senior/Lead ServiceNow Consultant at NTT DATA Business Solutions, your role will involve providing L2/L3 production support for ServiceNow ITSM and CSM modules. You will be responsible for handling incidents, service requests, and defects within defined SLAs, as well as performing root cause analysis for recurring production issues. Your expertise in ServiceNow CSM will be crucial for supporting customer case management processes. Additionally, you will implement minor enhancements, configurations, and workflow updates, troubleshoot issues related to notifications, SLAs, and assignment rules, and support service catalog items and service portal related issues. Key Responsibilities: - Provide L2/L3 production support for ServiceNow ITSM and CSM modules - Handle incidents, service requests, and defects within defined SLAs - Perform root cause analysis (RCA) for recurring production issues - Support customer case management processes in ServiceNow CSM - Implement minor enhancements, configurations, and workflow updates - Troubleshoot issues related to notifications, SLAs, and assignment rules - Support service catalog items and service portal related issues - Manage user access, roles, and permissions (ACLs) - Monitor scheduled jobs, integrations, and data loads - Coordinate with business stakeholders and conduct status updates - Maintain knowledge articles and support documentation - Participate in release deployments, patching, and upgrade support Qualifications Required: - 6+ years of hands-on ServiceNow experience - Strong support experience in ServiceNow ITSM (Incident, Problem, Change, Request) - Hands-on experience in ServiceNow CSM (Case Management) - Experience in L2/L3 production support environment - Experience with SLAs, notifications, and workflows - Knowledge of Business Rules, Client Scripts, UI Policies, and Data Policies - User/role management and ACL handling - Knowledge of Service Portal, Catalog support and Reporting - Scripting knowledge (JavaScript in ServiceNow) - Integration monitoring (REST/SOAP, MID Server) - Understanding of ITIL processes - ServiceNow Certified System Administrator (CSA) - ITIL Foundation Certification - Experience with Flow Designer - Experience supporting patches and upgrades In case of any queries related to the job description, you can reach out to the Recruiter: Recruiter Name: Sweta Yadav Recruit