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.