Consultant

Job Description (Posting).

Responsible for managing the capacity of ServiceNow customers. Manage, monitor, and manipulate the server farm behind ServiceNow s cloud.

Work directly on/with the servers to enable and optimize capacity utilization for ServiceNow s customer base. Enhance processes and tools necessary to simplify and provide consistent project execution. Provide proactive management and innovation to ensure 100% success of ServiceNow cloud automation. (1.) To adhere to quality standards, regulatory requirements and company policies (2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases (3.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans. (4.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team. (5.) To provide support for on call escalations orL3 level support and doing incident and problem management (6.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives.