IT-OT Application Support Specialist - ServiceNow, Incident Management, Manufacturing IT

IT-OT Application Support Specialist - ServiceNow, Incident Management, Manufacturing IT

Experience
3–6 years

Must Have Technical Skills

• Interaction with Team members for knowledge sharing, knowledge transition and issue resolution
  

• Stakeholder management, share regular updates and assist in preparing operational reports
  

• Triaging of issues and coordination with cross functional teams for timely resolution
  

• Follow service management processes (e.g. Incident, Change, Capacity, Problem etc.)
  

• Maintaining agreed SLA levels and assuring Quality of delivery at all times
  

• Adhere to shift rotation plan and Operating model
  

• Interaction with SME’s on functional issues
  

• Coordinate communications between suppliers, and business stakeholders for their particular area
  

• Tracks and report progress to stakeholders
  

• Working experience in “ServiceNow” and knowledge on Incident, Problem, Change, SLM and Knowledge Management processes
  

• Shift timings: Monday to Friday: Morning 7:00 am–7:00 pm (8 hours job, ROTA will be available)
  

• On-Call support beyond Office hours (rarely needed)
  

• Extended Shift timings and Weekend working based on customer requirements
  

• Working with Manufacturing Customer will be an added advantage
  

• Fluent in French language
  

Roles and Responsibilities

• Day to day incident monitoring and resolution (Service Now preferred)
  

• Interaction with client (IT & Business users) on functional issues
  

• Triaging of issues and coordination with cross functional teams for timely resolution
  

• Follow service management processes (e.g. Incident, Change, Capacity, Problem etc.)
  

• Maintaining agreed SLA levels and assuring Quality of delivery at all times
  

• Adhere to shift rotation plan and Operating model
  

• Interaction with SME’s on functional issues
  

• Coordinate communications between suppliers, OEM, and other IT stakeholders for their particular area
  

• Tracks and report progress to stakeholders
  

• Willing to work in shifts (between 7am to 7pm), this is mandatory
  

• Flexible
  

• Excellent communication skills
  

• Continuous learning attitude
  

• Team worker
  

• Meticulous