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EY ServiceNow Operations Technical Lead in Kochi, India

ServiceNow Operations Technical Lead

Core Business Services

Requisition # KOC002OO

Post Date Apr 08, 2021

Enterprise Technology provides reliable, secure and resilient technology services and solutions to support our 280,000 EY people. As part of Enterprise Technology, you’ll be at the forefront of enabling innovative technologies including emerging collaboration tools and top-tier technology infrastructure.

Our aim is to create a superior customer experience with clear investment in innovation, alongside operational excellence that delivers efficient, quality services and solutions. You will work with technologists and business experts to meet the increasing pace of our business. That means more growth for you, exciting learning opportunities, career choices, and the chance to make a real impact.

The opportunity

The Level 3 support Supervising associate role is responsible for managing and handling the day-to-day support activities with a focus on providing high quality support and assistance to the customers that match or exceed expectations. The Supervising associate manages a small group of Support engineers, understands the escalated issues from Service Desk (Level 1) & Level 2 support teams and other Business team and recommend solutions. The supervising associate is required to work with different teams like Development team (L4), Platform team, Vendor, Product Managers & Business to resolve the issue. The Supervising associate will report to the ServiceNow Operations and Support Manager or Lead.

Your key responsibilities

  • Work on Incidents & Service Requests assigned to the ServiceNow Operations Level 3 team and resolve the tickets within the defined SLAs.

  • Responsible for managing the day-to-day operations of the team and guide them to resolve issues quickly.

  • Responsible for handling escalations, participates in escalation meetings and provide periodic updates to key stake holders.

  • Responsible for monitoring ticket SLAs, ensuring Quality updates on tickets and reduction of Aged tickets for the team.

  • Responsible for building necessary Processes framework to ensure continuous improvement of support.

  • Perform complex investigations & work with Development team, Vendor & Platform team to resolve issues which are complex in nature.

  • Perform Root Cause Analysis.

  • Create Support documentation & guide team members to build Knowledge articles and repositories.

  • Participate and host various meetings within the team, end users and support teams.

  • Ensure timely & quality responses on tickets and emails.

  • Management Reporting

Skills and attributes for success

  • Ability to quickly analyse Incidents in Production Environment and fix it within SLA

  • Ability to work in time sensitive and stressful situations with ease and professionalism

  • Ability to prioritise the tasks on hand, and flexibility to adjust to demanding situations

  • Ability to manage a team who are working remotely and on different time zones an

  • Flexibility to work in shifts and on specific weekends for on-call support

  • Excellent verbal and written communication skills.

  • Ability to communicate easily with stakeholders

To qualify for the role you must have

  • Minimum of 10-12 years’ experience in ServiceNow Operations and/or Development

  • ServiceNow Administration & ITIL certification

  • Experience in handling issues on ITSM modules like Incident, Problem, Change & Release, SLM

  • Experience in handling issues on CMDB, Asset, Knowledge Management

  • Experience in configuring Workflows and Inbound/Outbound Email actions

  • Experience in handling Integrations, Data loads, Transform maps, ACLs and Client scripts

  • Experience in ServiceNow Discovery & Service Mapping

Ideally, you’ll also have

  • Virtual Agent, Predictive Intelligence and Agent Workspace

What we look for

We love working with people who are passionate about their job and have amazing skills in their area and think that: you’re an expert in the field and with the flexibility to work in demanding and challenging atmosphere, it’s a role for you.

What working at EY offers

We offer a competitive remuneration package where you’ll be rewarded for your individual and team performance. Our comprehensive Total Rewards package includes support for flexible working and career development, and with FlexEY you can select benefits that suit your needs, covering holidays, health and well-being, insurance, savings and a wide range of discounts, offers and promotions. Plus, we offer:

  • Support, coaching and feedback from some of the most engaging colleagues around

  • Opportunities to develop new skills and progress your career

  • The freedom and flexibility to handle your role in a way that’s right for you

EY is committed to being an inclusive employer and we are happy to consider flexible working arrangements. We strive to achieve the right balance for our people, enabling us to deliver excellent client service whilst allowing you to build your career without sacrificing your personal priorities. While our client-facing professionals can be required to travel regularly, and at times be based at client sites, our flexible working arrangements can help you to achieve a lifestyle balance.

About EY

As a global leader in assurance, tax, transaction and advisory services, we’re using the finance products, expertise and systems we’ve developed to build a better working world. That starts with a culture that believes in giving you the training, opportunities and creative freedom to make things better. Whenever you join, however long you stay, the exceptional EY experience lasts a lifetime. And with a commitment to hiring and developing the most passionate people, we’ll make our ambition to be the best employer by 2020 a reality.