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About the Role
Responsible for implementing, troubleshooting, and enhancing ServiceNow CMDB and Discovery modules, managing integrations, and ensuring system reliability through proactive maintenance and upgrades.
Essential Functions
- Analyze, troubleshoot, and resolve incidents for ServiceNow applications.
- Determine root cause (configuration vs defect) and provide corrective actions/workarounds.
- Deploy application upgrades, fixes, and perform operational maintenance.
- Respond to system health alerts and execute scheduled tasks.
- Conduct audits for preventive maintenance and report status.
- Adhere to ITIL guidelines for Incident, Problem, and Change Management.
- Drive high-priority incidents to closure and document root cause analysis.
- Provide break-fix resolutions, create scripts, resolve performance issues, and implement small enhancements.
- Customer management and effective call handling.
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