ASSOCIATE CONSULTANT
HCLTech
- Noida, Uttar Pradesh
- Permanent
- Full-time
1. ServiceNow Configuration: Configure and customize the SAM module within the ServiceNow platform according to the organization's software asset management requirements.
This includes
I. setting up data tables
II. fields, forms and workflows
III. User interfaces
IV. Building custom logic metric with the algorithm and logic for calculations.
2. Integration and Automation: Integrate ServiceNow SAM with other ITSM (IT Service Management) modules, third-party tools, SaaS Portals and data sources to streamline software asset management processes and automate routine tasks. Implement integration points and data exchange mechanisms.
3. Break fixes: Ensure the smooth functioning of the ServiceNow SAM Pro module by promptly addressing and resolving any issues or incidents that may arise. For Example SAM Reconciliation failure, Data duplicity on dashboards and workspace, Integration failure, any Schedule job failure etc.
4. Supporting ServiceNow version upgrades from SAM standpoint: Supporting ServiceNow upgrades from a Software Asset Management (SAM) standpoint involves ensuring that the SAM module within ServiceNow is compatible with the upgraded version and that all SAM-related functionalities continue to operate smoothly after the upgrade. For example
I. Pre-Upgrade Assessment
II. Testing and Validation
III. Customization and Configuration
IV. Data Migration and Validation
V. User Training and Support
VI. Post-Upgrade Monitoring and Optimization (1.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team. (2.) To provide support for on call escalations orL3 level support and doing incident and problem management (3.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives. (4.) To adhere to quality standards, regulatory requirements and company policies (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases (6.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans.