Facility Ops Application Support - Senior Associate

Location: Hyderabad, TG, India

Job Description

Job Title: Application Specialist Support

Experience: 5+ Years

Location: Hyderabad

Working Hours: 05:00pm to 2.00am

Responsibilities

- Provide L1/L2 support for business and plant applications through ServiceNow, including issue triage and resolution.
- Research, diagnose, and troubleshoot application, data, and user-reported issues.
- Own incidents and service requests end-to-end, ensuring adherence to SLAs.
- Support multiple platforms and applications (Hub Management, Asset Management, Plant Processes having knowledge will be an added advantage but not mandate) used across plant and operations teams.
- Analyze ServiceNow ticket data to identify trends, recurring issues, and root causes.
- Work closely with technical teams to coordinate fixes, data corrections, and enhancements.
- Support application access management, role validation, and permission troubleshooting.
- Monitor Power BI dashboards and operational metrics to support KPI improvement.
- Proactively identify opportunities to reduce ticket volume through process or system improvements.
- Create, update, and maintain support documentation, SOPs,



and knowledge articles.
- Assist in developing training materials and LMS content for end users.
- Participate in incident reviews, RCA sessions, and operational meetings.
- Ensure compliance with support processes, audit requirements, and documentation standards.
- Provide transparent, timely communication to stakeholders on issue status and resolution progress.
- Support production releases, patches, and minor enhancements as needed.
- Monitor ticket aging and proactively prevent SLA breaches.
- Act as a liaison between business users and IT teams to translate functional issues into technical requirements.
- Validate fixes in lower environments or production before business confirmation.
- Support continuous improvement initiatives focused on system stability and user experience.

Qualifications
- Graduate/Postgraduate with relevant experience in operations
- Proven experience in handling teams and managing processes
- Experience in Facility Ops / Reporting / Workforce operations is preferred

Required Skills
- Facilities Management
- ServiceNow

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