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ClifyX

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4.0

based on 20 Reviews

68 ClifyX Jobs

Observability/Agent Productivity Specialist/Analytics - Danny

Clifyx Technology.

4.0

based on 20 Reviews

4-10 years

Bangalore / Bengaluru

1 vacancy

Observability/Agent Productivity Specialist/Analytics - Danny

ClifyX

posted 3hr ago

Job Role Insights

Fixed timing

Key skills for the job

Medical Coding Data Analytics Linux System Administration Javascript CCTV Monitoring Agile Coaching

+ 4 more

Job Description

Observability Engineer
Job Description
We are seeking a highly skilled Observability Engineer to design, implement, and manage our observability strategy. The ideal candidate will have a deep understanding of cloud environments, particularly Azure, and a strong foundation in monitoring, logging, and tracing. You will be responsible for building and maintaining a robust observability platform to ensure the optimal performance and reliability of our IT infrastructure and applications.
Responsibilities:

Design and implement an observability strategy aligned with business objectives and IT requirements.
Build and maintain a centralized observability platform leveraging technologies like Azure AI/ML, ServiceNow Cloud Observability, Health log analytics, and Open Telemetry.
Integrate monitoring, logging, and tracing solutions to provide comprehensive visibility into IT infrastructure and applications.
Develop and implement advanced analytics and alerting mechanisms to proactively identify and resolve IT outages and performance issues.
Collaborate with development and operations teams to ensure effective observability practices are followed.
Analyze and correlate telemetry data to identify root causes of incidents and performance degradation.
Stay up-to-date with the latest observability technologies and industry best practices.

Preferred Qualifications:

Experience with Azure AI/ML for anomaly detection and predictive analytics.
Knowledge of IT infrastructure components (network, servers, applications).
Experience with Agile development methodologies.
Certifications in relevant technologies (Azure, ServiceNow, Open Telemetry).
Experience with servicenow platform development

Agent Productivity Specialist
Job Description
We are seeking a dynamic and results-oriented Agent Productivity Specialist to enhance the efficiency and effectiveness of our IT agent and operator teams. The ideal candidate will possess a deep understanding of IT agent roles, workflows, and challenges, coupled with a strong technical proficiency in ServiceNow. This role requires a keen eye for process improvement, a passion for automation, and a commitment to delivering exceptional agent experiences.

Responsibilities:

Conduct in-depth analysis of agent and operator workflows to identify pain points, inefficiencies, and opportunities for automation.
Design and implement innovative solutions leveraging ServiceNow platform capabilities, including UI Builder, JavaScript, and Seismic framework, to streamline agent tasks and improve overall productivity.
Develop and maintain agent-facing tools and dashboards to provide real-time insights and support decision-making.
Collaborate with IT teams to understand their needs and translate them into actionable requirements.
Provide ongoing training and support to agents on new tools and processes.
Measure and analyze the impact of implemented solutions on agent productivity and customer satisfaction.
Stay up-to-date with industry trends and best practices in agent productivity and automation.

Preferred Qualifications:

Experience with ITSM, ITOM, and ITAM frameworks (ITIL, SIAM).
Knowledge of workflow automation tools and platforms.
Experience with Agile methodologies.

Analytics

What you get to do in this role:
Design and build state of the art applications and visualizations using Service Now platform and related technologies
Hands on development of ServiceNow application and components and partner with business and analytics teams as required
Counsel business stakeholders on latest trends, best practices, alternative designs and solutions that meet their business needs
Work alongside the Business Analyst to analyze requirements determine scope, level of effort and resource needs to meet business demand
Accountable to ensure deliverables to business stakeholders are complete, consistent, high quality, on time and deliver valued outcomes
In order to be successful in this role, we need someone who has:
MUST have
6-10 years of overall experience with application development experience on ServiceNow platform
Excellent understanding of ServiceNow Business Service Management Solutions, Platform, Administration, Customizations and Scripting
In-depth understanding of workspace development, service portal, application development and related customizations.
Technical command on JavaScript
Sound programming fundamentals with at least 4-5 years of hands-on experience in coding, scripting, debugging
SHOULD have
Service Now System Administration, Performance Analytics and similar certifications
Understanding of Data and Analytics, Key Performance Indicators, Metrics, Dashboard etc.
Experience in creating reports, dashboards, alternate visualizations, validating data integrity and ability to trouble shoot and fix issues is an added advantage.
Bachelors degree or equivalent education is required