Apollo HealthAxis - ServiceNow Engineer - Problem & Change Management (4-7 yrs)

ServiceNow Problem/Change Management.

Years of experience : 4-7 years.

Location : Hyderabad.

Immediate joiners needed.

Duties and Responsibilities :

- Manage a reactive and proactive, end-to-end, Problem Management Process.

- Consistent execution of Root Cause Analysis (RCA), Corrective Actions, Permanent Resolutions, and Known Errors.

- Lead Problem Management activities directly with varying Assignment Groups.

- Work with Change Management to gain insights to the Root Cause.

- Ensure Problem Management process is executed and managed across the life cycle.

- Participate in the Problem Management process to get to root cause of technology problems and to improve availability of systems.

- Candidates should be knowledgeable about Problem Management and Incident Management; including RCA, Known Error, and Major Incident Review.

- Analyze the cause of the recurring Incidents by following the Problem Management methodologies.

- Track and communicate progress of Problem records.

- Drive technical teams to complete RCA to include the identification of permanent corrective actions on IT infrastructure, applications and databases using proven problem analysis methods.

- Work with the Customers, IT teams and 3rd parties to ensure end-to-end Problem Management resolution.

- Track Problem task completion and SLAs.

- Continuous process improvement.

- Update processes and procedures as needed.

- Participate in UAT and production validation for software upgrades.

Qualifications and Requirements :

- At least 2 years of experience in Problem Management.

- Change and Incident Management experience is also desired.

- IT Operations experience (network, server, Command Center).

- Experience using ServiceNow to manage problems.

- ITIL Certifications, COBIT, ITSM Training.

- Degree in Computer Science, Technical, Engineering, Education, Business, Information Technology, Management, Information Systems, Science, Communication or relative experience.

- Strong communication skills, both written and verbal.

- Ability to associate information and perform analytical thinking.