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Job Description & How to Apply Below
Location: Bengaluru
Service Now – Business Analayst
Location:
Bangalore / Kolkata / Pune / Gurgaon
Mode :
Hybrid
Day to Day Activities Review and categorize tickets INC, RITM, PRB and prioritization on High priority ticket
P1 P2 Review Confirm AER Categorization Minor, Medium, Major Monitor SLA and OLA performance of the team
Monitor CSAT and follow up CSAT feedback and action item
Review and Monitor Aging Tickets INCRITMPRB and follow up to the assignee
Handle escalations and ensure timely resolution of critical business needed attention issues.
Stakeholder management able to translate business queries to technical Skills
Requirements Strong understanding of ITIL concept and Service Now CSA/CAD
Experience in Supporting BAU and handling escalations.
Able to monitor KPIs Excellent communication and stakeholder management skills.
Familiarity with BPT governance and compliance processes.
Preferred Experience 5+ years in IT Technical Understand how Service Now works
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