BA ServiceNow, Senior Associate

• Managing and supervising support staff
• Maintaining records and writing reports
• Providing cross-vendor communication in a multi-vendor environment
• Stakeholder engagement, communication, and training
• Support customers across various time zones
• Working with cross-functional teams
• Providing on-call support
• Assessing problems
• Identifying and assessing technical solutions
• Troubleshooting and solving existing problems
• Managing enhancements using an Agile Framework
• Monitoring SLA
• Act as escalation point

• Minimum 4 years of total IT experience
• Minimum 3 years of ServiceNow Support and Development experience
• BE/BTech degree in Computer Science, Information Systems or equivalent field
• ITIL Foundations v3 certified, v4 preferred - good to have
• ServiceNow Certifications - CSA - mandatory plus 1 mainline certification, CIS-MSP preferred - implementation specialist certification should be fine.
• Knowledge, Skills and Abilities:
• Experience with ServiceNow modules - ITSM, SPM, ITOM, ITAM, CMDB
• Experience with leading application support and development activities
• Experience with resolving issues within strict SLA timelines
• Ability to work in shifts or out of standard working hours
• Experience with standardizing and documenting support procedures and knowledge for client accounts

• Strong written and oral communication skills including presentation skills
• Strong problem solving and troubleshooting skills
• Proven success in contributing to a team-oriented environment
• Proven ability to work creatively and analytically in a problem-solving environment.

At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life s demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://rsmus. com/careers/india. html .

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please send us an email at careers@rsmus. com .