Duties:

You will be a core member of McKinsey's team responsible for:

- Providing 24*5 user and technical support for critical applications developed primarily on ServiceNow platform
- Manage support queue, directly interact with users in understanding the issue, provide resolution or escalate with necessary team(s)
- Technical support - Troubleshooting, work with users to reproduce the issue, share investigation report with Development team and support the investigation & resolution of issue
- Handle major incidents that impacts business operations - Coordinate with business to understand & assess the impact, provide workaround/mitigation, communication to users & business stakeholders with respect to the situation
- Collaborate with Technology (ServiceNow) and Infrastructure support teams to troubleshoot and solve issues
- Help with automating the repeated tasks
- Take up some light development work
- Coordinate ServiceNow related release activities





Will be required to work 2 days from office either in Gurugram or Chennai.

Skills:

- Strong Knowledge of ServiceNow Platform
- Work experience of 4+ years in technical support (L2 level)
- Experience, supporting web applications on non ServiceNow platforms as well
- Good in customer engagement skill - Empathetic, clear in communication and patience to listen
- Strong problem solving capability and technical analysis
- Keen in understanding the Business process
- Expert in identifying the automation opportunities and automates repeated tasks quickly
- Experience on NowAssist to create/enable NASK

Education:

Bachelor's degree in quantitative field like Computer Science, Engineering, Statistics, Mathematics or related field required. Advanced degree is a solid plus

📌 Service Administrator and Support Engineer (Gurugram)
🏢 Atyeti
📍 Gurugram