Senior Administrator - ServiceNow, IT Service Management

Experience: 2 to 5 years

Location: Madurai, India

Skills: ServiceNow, Active Directory, Microsoft 365, ticketing platforms, ITIL

Job Summary
An IT Service Management (ITSM) Level 2 (L2) qualified resolves complex technical issues and manages escalated incidents that cannot be fixed by L1 support. They act as the crucial bridge between end-users, core infrastructure, and engineering teams to minimize downtime and restore services.

Key Responsibilities
Incident Management: Handle advanced technical escalations, ensuring tickets are resolved within Service Level Agreements (SLAs).
• System Troubleshooting: Diagnose and repair software, hardware, network, and application issues using Active Directory, Microsoft 365, and remote access tools,
• Problem Management: Perform root cause analysis (RCA) to identify and permanently fix recurring issues instead of just applying workarounds
• Ticketing & Reporting: Document resolutions, update asset management databases,



and track KPIs (like Mean Time to Resolution) in ticketing platforms like ServiceNow.
• Cross-Functional Coordination: Collaborate with L3 support, development, and vendor teams for high-impact or backend system outages.
• Access & Deployment: Manage onboarding/offboarding, user account provisioning, and software deployments.
• Experience: Typically 2 to 5 years of hands-on IT technical support or IT operations experience.
• Education: Bachelor’s degree in Computer Science, Information Technology, or related field.
• Framework Knowledge: Robust understanding of ITIL best practices (Incident, Problem, and Change Management).
• Soft Skills: Excellent crisis management, written/verbal communication, and analytical problem-solving skills.
Skill Requirements
Ticketing Systems: ServiceNow
Other Requirements
Change and Problem Manager

📌 Senior Administrator Servicenow, It Service Management Madurai (India)
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📍 India