Administrator - L3

on ServiceNow SAM or other platforms such as Flexera. The ServiceNow Developer role will work closely with business and product teams to achieve the desired outcome within a hybrid Waterfall/ Agile Methodology.

Basic Requirements:

• 5-7 years of relevant experience in design and development with ServiceNow platform. Proficiency in scripting including JavaScript, CSS, HTML, Angular with experience in REST APIintegration will be a plus. Proficiency with ServiceNow framework and good understanding of UI Scripting, UI Action, UIPolicy, UI Macro, Business Rules, Workflow development, ServiceNow administration, Reportingin ServiceNow, SQL, Database view in ServiceNow. Experience across Waterfall and Agile project methodologies. Dynamic team player with good verbal and written communication. Experience on one or more ITSM, CSM or other SNOW modules. Implementations will be a big plus.

Preferred Requirements

• ITIL Certified.
• ServiceNow CSA.
• ServiceNow CAD.
• Any additional ServiceNow certifications will be a plus

Key Responsibilities: Will be responsible to develop and implement different applications and
integrations from initiation to completion, tailored to the customer process requirements, key recommendations and process gap resolution. Creation/implementation/modification of ServiceNow SAM components such as REST API configurators.Maintain technical documentation and assist/participate in QA and user training activities. Understanding of the project delivery lifecycle and processes and their implementation. Scripting (JavaScript) for different modules for writing Rules, Updating/creating workflows, APIs etc. Work with Technical Team Lead and Solution Architect to complete end-to-end implementation of ServiceNow SAM Pro, including initial setup and configuration. Customize and configure ServiceNow SAM Pro to meet specific organizational needs both US and UK instances. Work closely with stakeholders to gather requirements and translate them into technical
solutions. Develop and implement publisher-specific packs and plugins as needed for software
management. Collaborate with cross-functional teams to integrate SaaS applications with ServiceNow SAM
Pro. Manage and oversee the entitlement upload process for in-scope software publishers. Perform regular reconciliation of deployment details received from integration sources. Troubleshoot and resolve any issues related to ServiceNow SAM Pro implementation and integrations. Create and maintain documentation, including technical specifications and user guides. Provide training and support to end-users and ensure effective adoption of ServiceNow SAM Pro. Stay up-to-date with industry best practices and ServiceNow updates to optimize the softwareasset management process. Participate in continuous improvement initiatives to enhance the efficiency and effectiveness ofsoftware asset management processes.Understand detailed requirements and own your code from design, implementation, test automation, and delivery of high-quality solutions to our customers. Solving complex problems in a highly dynamic and agile environment. Having a strong focus on code quality and reusability.

Band B2

Location Pan India

CBR -110%

Do

• Ensure timely response of all the tickets raised by the client end user
• Service requests solutioning by maintaining quality parameters
• Act as a custodian of client's network/ server/ system/ storage/ platform/ infrastructure and other equipment's to keep track of each of their proper functioning and upkeep
• Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe
• Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
• Provide an acceptance and immediate resolution to the high priority tickets/ service
• Installing and configuring software/ hardware requirements based on service requests
• 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
• Provide application/ user access as per client requirements and requests to ensure timely solutioning
• Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer
• Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
• Coordinate with on-site team for complex problem resolution and ensure timely client servicing
• Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner

Deliver
NoPerformance ParameterMeasure1. 100% adherence to SLA/ timelines
Multiple cases of red time
Zero customer escalation
Client appreciation emails

Mandatory Skills: Servicenow-Development.

Experience: 3-5 Years.

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

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Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.