Software Engineer – ITSM / ITIL
We are seeking a highly skilled and motivated ServiceNow ITSM Operations and Triage Lead to join our dynamic IT team. In this role, you will be responsible for overseeing the day-to-day operations of our ServiceNow IT Service Management (ITSM) platform, ensuring efficient incident and problem management, and leading the triage process for critical issues. You will work closely with cross-functional teams to drive continuous improvement and maintain high levels of service availability and performance.
Primary Responsibilities:
- ServiceNow ITSM Operations:
- Monitor system health, performance, integrations, and usage to identify and resolve issues proactively and management of environment refreshes
- Implement and enforce best practices for ITSM processes, including incident, problem, change, and request management
- Incident and Problem Management:
- Lead the triage process for critical incidents, coordinating with relevant teams to ensure timely resolution
- Conduct root cause analysis for recurring issues and implement corrective actions to prevent future occurrences
- Develop and maintain incident, problem and knowledge management documentation and reports
- Manage a cadence of defect resolution and deployment schedule
- Continuous Improvement and Development:
- Identify opportunities for process improvements and automation within the ITSM framework
- Collaborate with stakeholders to gather requirements and implement enhancements to the ServiceNow platform
- Stay up-to-date with the latest ServiceNow features and industry trends to drive innovation
- Leadership/Communication:
- Coordinate training sessions on ITSM, key changes/problem resolutions, learnings and other topics to educate and enhance the team’s skills and knowledge
- Act as a point of escalation for complex issues and provide review, analysis, and visibility to trends
- Develop reporting and dashboards on incidents, problems, SLAs, and status to both technical team and business Product Owner
- Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so
- Bachelor’s degree in Information Technology, Computer Science, or a related field
- 4+ years of experience in IT Service Management
- 2+ years experience in ServiceNow ITSM modules and functionalities
- 2+ years experience with Agile methodology and ceremonies
- Proven experience in incident and problem management, including leading triage efforts
- Solid understanding of ITIL processes and best practices
- Proficiency in scripting languages (e.g., JavaScript) and ServiceNow development
- ITIL Foundation certification
- Additional ServiceNow certifications (e.g., CIS-ITSM)
- Proven excellent problem-solving and analytical skills
- Solid communication and interpersonal skills, with the ability to work effectively with cross-functional teams
- Leadership abilities
- Shift timings: 11 -8:30PM IST
Additional Job Detail Information
Requisition Number 2259687
Business Segment Optum
Employee Status Regular
Travel No
Additional Locations
Hyderabad, Telangana, IN
Chennai, Tamil Nadu, IN
Gurgaon, Haryana, IN
Overtime Status Exempt
Schedule Full-time
Shift Day Job
Telecommuter Position No
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