Trabajo de Application Support en Experience IT, Nuevo León - México

Application Support

Profile

  • Bachelor Degree: System Engineer 

Activities
  • Triage, resolve or route Incidents and Service Requests to corresponding support group
  • Create/modify Fulfilment Groups
  • Import master data as per transform map.
  • Request based updates of records (users, groups etc.)
  • Create reports across all modules
  • Update data through admin privileges
  • Perform partial update of scripts
  • Set up workflows for incidents aligning to processes
  • Change or modify task scripts
  • Create users, roles and groups
  • Configure relationship between Users - Roles, Roles – Groups and Users – Groups.
  • Provide access to users for various modules
  • Document ServiceNow modules
  • Guide users for issues related to ServiceNow usability, maintenance and reporting
  • Monitoring of performance related events and issues
  • Monitoring of security related events and issues
  • Monitoring of system log for issues
  • Creation of Knowledge Bases
  • Creation and maintenance of User Criteria

L2 Activities
  • Import data of users, groups, CIs using import sets
  • Create report for various modules.
  • Maintain ServiceNow instances (Dev., Prod, and QA etc.)
  • Configure Service Catalog
  • Route a demand request to corresponding support group
  • Import Master Data as per matrix table
  • Maintenance of internal knowledge for L1/L2 team
  • Configure/updated email notifications to include localization for country/regions (note, translations will be handled by a separate entity)
  • Perform mass update of records
  • User Criteria maintenance

Minor Enhancement Deliverables
  • Develop technical user stories in ET’s ServiceNow environment
  • Perform Knowledge transfer and guidance in development and Platform technical best practices
  • Update sets containing configurations within development environments of ET’s ServiceNow instance for promotion to ET UAT and production environments
  • Distribute weekly status and hours used report
  • Tracking of estimated effort and actual effort against each story developed by Consultant
  • Mandatory Skills: Linux, Proficient Object Oriented Programming, Excellent English and communication skills, SQL
  • Desirable: ServiceNow experience