Work on incidents and requests for anything reported.
User and Group Administration in ServiceNow
Inbound Email Actions
Work on ad-hoc requests from Alkermes and escalate it to the ServiceNow support team (third party) whenever needed.
Troubleshoot issues reported on ServiceNow and escalate it to the ServiceNow support team (third party) as and when required.
Communicate details between Alkermes and ServiceNow support team (third party) on any service now related to communication.
Participate in all ServiceNow support team (third party) calls on ServiceNow management and case discussion.
Plan for release of items/enhancements.
Requirement gathering and design functional flow for catalog items
SPOC for CMDB including discovering CIs, troubleshooting discoveries, maintaining CI Integrity, Service Mapping for CIs.
Regular health check for CMDB and Orphaned CI and work on fixing the same.
Manage and report on license usage for compliance.
Available on call for any critical issues that require urgent attention.
10% travel to other sites as required.
CMDB & CSDM, Auto Discovery, Event Management and Agent Client Collector Implementation.
Mandatory Secondary Skillsets – CMDB & CSDM, Auto Discovery, Event Management and Agent Client Collector Implementation
Roles and Responsibilities
The role will not be strictly technical and the client currently has a 2-year agreement with another vendor to manage their environments. Technical portion may be limited to change evaluation and defining best implementation practice for established support vendors.
Client has significant, internal, changes that it needs to promote internally as well ideally setting up more constructive communication channels between ourselves and Client (predicated on SNOW data analysis).
Assisting clients in all change evaluation across ITSM / Analytics / CMDB / General Platform as we receive and evaluate requirements.
Assisting clients in leading monthly change meetings with client and Internal Teams so we can promote best practice and capture & resolve requirements.
Assisting clients in Bi-Monthly steering committee review as we define and request IT Management review of platform strategic direction.
