SeniorAdministrator - ServiceNow,JavaScript
India
Job Description
SeniorAdministrator - ServiceNow,JavaScript
Lucknow, Uttar Pradesh
Job Summary
We are looking for an experienced ServiceNow Problem Manager to lead the Problem Management process, drive Root Cause Analysis (RCA), reduce recurring incidents, and ensure continual service improvement using ITIL best practices and the ServiceNow platform.
Key Responsibilities
Problem Management
- Own the end-to-end Problem Management process.
- Identify recurring incidents and raise Problem Records.
- Conduct Problem Review meetings.
- Facilitate Root Cause Analysis (RCA).
- Track corrective and preventive actions.
- Manage Known Error Database (KEDB).
- Ensure timely closure of Problem Records.
Skill Requirements
ServiceNow Responsibilities
- Create and manage Problem Records in ServiceNow.
- Configure and maintain Problem workflows (functional/admin level).
- Manage Problem Tasks.
- Monitor SLA compliance for Problems.
- Create dashboards and reports.
- Maintain Problem knowledge articles.
- Coordinate with ServiceNow administrators for enhancements.
Incident & Change Coordination
- Analyze Major Incidents.
- Convert recurring Incidents into Problems.
- Participate in Major Incident Reviews (MIR).
- Coordinate permanent fixes through Change Management.
- Track Change implementation related to Problems.
Stakeholder Management
- Coordinate with:
- Infrastructure Teams
- Application Teams
- Network Teams
- Database Teams
- Security Teams
- Business Owners
- Present RCA findings to management.
- Drive cross-functional resolution meetings.
Continual Service Improvement
- Identify service improvement opportunities.
- Reduce repeat incidents.
- Improve service stability.
- Monitor Problem KPIs.
- Recommend automation where appropriate.
ServiceNow Skills
- Problem Management Module
- Incident Management
- Change Management
- Major Incident Management
- SLA Management
- Task SLA
- Notifications
- Reports
- Dashboards
- Flow Designer (basic)
- Knowledge Management
- CMDB (basic understanding)
Other Requirements
ITIL Knowledge
- Incident Management
- Problem Management
- Change Enablement
- Major Incident Process
- RCA Techniques
- Known Error Management
- Continual Improvement
RCA Techniques
Experience with:
- 5 Why Analysis
- Fishbone Diagram
- Kepner-Tregoe
- Fault Tree Analysis
- Pareto Analysis
Experience
- 8–12 years in ITSM
- 3–5+ years in Problem Management
- Experience with ServiceNow
- ITIL Foundation certification preferred
- Experience coordinating cross-functional technical teams
Information at a Glance