Key Responsibilities
1. Service Now / ITSM Tool Support
5–6 years of hands-on experience in Service Now Orchestration development and administration.
Strong knowledge of Service Now ITSM and ITOM modules.
Expertise in workflow automation, integration, and monitoring techniques.
Proficiency in scripting language and experience working with APIs, REST/SOAP integrations , and relational databases (Oracle, SQL Server)
Assist in managing the ITSM platform (e.g., Service Now) for incident, request, and problem tickets
Ensure tickets are properly logged, categorized, and updated
Support basic workflow processes and follow ITIL guidelines
Help maintain system data accuracy and assist in report generation
2. Ticket & SLA Support
Monitor assigned tickets and ensure timely resolution within SLA timelines
Escalate critical or delayed tickets to senior team members
Assist in tracking ticket status, backlog, and resolution updates
Support preparation of basi...