– ServiceNow administration training (partnerportal servicenow (for free))
– SN-Moduls: Platform, Application/Integration, Event, SRM,
Data, Reporting, ITSM, SACM
– ITIL foundation level
– Experience L2, L3 support incl. (SLA, 3-strike-rule, MI…..)
– Ticket tool handling and processes
– English language
– Analytical, Accurate, problem solving skills, teamplayer
– Basic infrastructure knowledge (Mid-server, DB, application nodes)
– DB understanding (MySQL knowledge preferred, Oracle SQL …….)
– Technical documentation writing skills.
Optional:
– XML interface / ESB
– Basic UNIX/ Linux knowledge: shell, file system
– Knowledge of the ATF1 / ATF2 toolsets.
Tasks:
– Analysis and resolve 3rdL tickets (mainly data ….)
– routing to SN L2 or L4 if necessary
– cooperation with SN L2 and L4 support
– supporting in case of crisis (MI, emergency, P1)
– regular monitoring (SN dashboards …..) = manual task ( no cockpit )
– creation of workinstructions, requesting workinstructions (L4, DEV) / review (KB)
– data tasks (AUDL customer implementation and support , maintain cities & locations,
job-families and profiles
– deployment tasks (Hotfix Window Wednesday), Release deployment (EU-CAT, EU-INT, EU-PROD) approx.. every 3 weeks deployment on EU Prod (weekend work)
– join weekly cross-meeting / troubleshooting meeting
– participation on handover meetings DEV OPS (part of release)
– collaboration with Implementation team (approval for new customer: toolbased Serviceactivation process)
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If you are interested for this opportunity , can mail your resume at [HIDDEN TEXT]
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