Service Now ITSM Developer

Service Now ITSM Developer

Oloop Technology Solutions Private Limited
6-10 years
Not Specified

Job Description

Job Description :
  1. Experience working with popular ITSM tools such as ServiceNow and Jira
  2. Provide excellent customer service and product support.
  3. Identify and resolve customer issues, taking escalations from both Tier 1 and Tier 2 Support
  4. Successfully debug and resolve escalated ITSM integration issues via customer email and phone requests through the use of varied ticketing, content and task management tools while ensuring stellar customer experience
  5. Setting up monitoring systems, integrating and documenting the whole process
  6. Write custom scripts, code samples and integration guides for customer use
  7. Adding your own suggestions and efficiencies to improve our documentation, processes, and knowledge base
  8. Interface with internal ITSM product owners to ensure a stellar experience for our customers while acting as a resource for other internal customer-facing teams when faced with ITSM issues or questions, relieving pressure for the Product team
  9. Minimum of 5 years of experience writing code in Ruby, Python, Perl, or other popular programming languages
  10. Strong Telecom knowledge in inventory management and OSS/BSS
  11. Hands-on experience with all phases of projects, especially Incident Management / Triaging of voice and data networks.
  12. Managing Level 2 Ticket/Order Triage Specialist, Incident, Problem, Service Request, Escalation
  13. Experience working in a 24x7 production support model with excellent troubleshooting skills.
  14. Experience in Application Monitoring tools, Incident management, managing crisis calls.
  15. Experience in System Orchestration
  16. Experience in implementing the product catalogue
  17. Experience in network activation on L2 and L3 services.
  18. Good understanding on application middle wares like JBOSS, WebLogic or WebSphere
  19. Hands on Oracle, MySQL database
  20. Hands on experience in Java, Unix, Python and Shell scripting
  21. Must have experience on working in Operation support

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