ServiceNow ITOM
Core
Resolve priority incident tickets and service requests while contributing to incident analysis and change request preparation.
Role type
ServiceNow ITOM Analyst
Builds
Incident mitigation plans and change request documentation
Domain
IT Operations Management (ITOM)
Deliverable
client delivery
Required skills
ServiceNow Custom App Development, Incident triage, SLA monitoring, Change request execution, Root cause analysis
Responsibilities
Perform initial triage for high priority incident tickets (P2) and resolve priority incident (P3) tickets within defined SLAs; Fulfil software/hardware/network service requests within agreed timelines; Monitor SLA timelines for high priority incident tickets and participate in service review meetings; Create and execute change requests with rollback plans; Analyze incidents to support root cause analysis and develop mitigation action plans.
