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ServiceNow IT Service Management

Job Location: Bengaluru

Job Number: 145765

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- Job description

Accenture Technology powers our clients’ businesses with innovative technologies—established and emerging—changing the way their people and customers experience work, life and entertainment. Join Accenture Technology and you’ll translate the operational needs of the world’s governments and leading businesses into the innovative technical solutions that will enable them to better serve their customers—your friends, family and neighbors.You’ll deliver everything from point solutions for a single business function to large, long-term outsourcing services, to complex systems integration installations spanning multiple businesses and functions. You’ll create custom-designed solutions or integrate our technology platforms with their operations. Role : SW/Application Tech Support Practitioner Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge. Must have Skills : ServiceNow IT Service Management Good to Have Skills : No Technology Specialty Job Requirements : • End to End ownership of declared Major Incidents in the environment. • Adhere to the responsibilities detailed in the Major Incident Management process • Facilitate the Major Bridge hot-line (Shift Work – 24/7) • Chair Major Incident Management bridges during outages • Analyze and identify possible problem sources to resolve major incident as soon as possible • Facilitate technical troubleshooting efforts and engage additional technical support as needed, including vendor support • Timely text update messages to pre-determined group lists • Provide interval based email notification updates to stakeholders • Filter distractions that would hinder or slow down the efforts of the troubleshooting team • Document troubleshooting activities and resolution details to provide accurate timeline during and post the major incident management bridge • Manage, update and resolve major incident record on the ticketing tool • Supporting major incident management reporting staff • Assists the Problem Management team to come up with an RCA • Represents Accenture to the customer (valid for nightshift/weekend/holidays) – Shift work 24/7
15 years of full time education

Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

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