Full-Time MSP Support Specialist - ServiceNow

Responsibilities:

• Clear understanding of ServiceNow platform knowledge, license management.
• Coordinating with ServiceNow for upgrades & patching activities.
• Act as the Technical Commander of the Hi-ticket created for the issue reported by end customer.
• Navigate through intense and chaotic situations, involving multiple stakeholders and focus on bringing resolution to the production incident in a timely manner.
• Understand and clearly communicate the business impact of MI/Hi Tickets.
• Conduct escalation to service teams, vendors, senior management, and leaders.
• Post Incident setting up the Post Incident review process around the SOPs.
• Collate and analyses incident-based data for team metrics and KPIs.
• Generate daily, weekly and monthly reports.
• Generate Overage Reports, analyze the data in comparison with Order Forms, Client Contracts.
• Candidate should be well versed with Federal Acquisition Regulation (FAR) and Defense Federal Acquisition Regulation Supplement (DFARS).

Continuous Improvement:

• Stay updated with ServiceNow platform releases, features, and industry trends.
• Identify opportunities for innovation and optimization of ServiceNow solutions.

Qualifications:

• Bachelor s degree in information technology, or related field
• FedRAMP Certified and awareness of FAR/DFARS Compliance
• Minimum ServiceNow Certified System Administrator (CSA)
• Knowledge of ServiceNow platform architecture, modules, and capabilities.
• Strong understanding of IT Service Management (ITSM), IT Operations Management and IT Asset Management processes and frameworks (ITIL).
• Excellent communication, presentation, and interpersonal skills.
• Proven ability to lead cross-functional teams and manage multiple projects simultaneously.
• Experience with Agile/Scrum methodologies and project management tools (e.g., JIRA).

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