- Manage IT service requests through ITSM process, ensuring timely resolution of incidents and issues.
- Collaborate with technical teams to resolve complex technical problems using ServiceNow platform.
- Develop and maintain knowledge base articles for self-service portal, reducing the need for repetitive ticket submissions.
- Analyze data from ticketing system to identify trends and areas for improvement in IT services delivery.
Job Requirements :
- 7-9 years of experience in IT Services & Consulting industry.
- Robust understanding of ITSM principles and practices.
- Proficiency in ServiceNow platform, including ticketing, incident management, problem management, change management, and reporting tools.