ServiceNow Consultants

SUMMARY:
ServiceNow Consultants

POSITION INFO:

Responsibilities:

• Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements
• Responsible for assigning incidents within a group or division
• Responsible for communicating with the process manager. Directly works with Tier 1 Support to ensure proper recording of incidents
• Determines if an incident needs to be escalated according to priority and severity of the issue.
• Ensure that Incidents assigned to their Support Groups are resolved and that service is restored
• Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected
• Identify Incidents for review
• Participate in Incident review following major Incidents
• Identify potential problems and/or increasing trend of repetitive Incidents
• Create Knowledge with repeatable procedures with a goal of reducing the number of Incidents
• Escalate all process issues to the Incident Manager
• Assign unresolved Incidents to appropriate Tier 2 Support Group
• Analyze all Incident/Service Request details, allocating categorization and prioritization codes
• Keep users informed about their Incidents’ status at agreed intervals
• Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
• Provide first-line investigation and diagnosis of all Incidents and Service Requests
• Verify resolution with users and resolve Incidents in ITSM tool
• Escalate Major Incidents to the Incident and/or Problem Manager
• Escalate Incidents at risk of breaching Service Level Agreement to the Incident Process Coordinator.
• Owns all Incidents and Service Requests throughout the lifecycle

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