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 prospects 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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