Job Description

Service Now – Business Analayst


Location: Bangalore / Kolkata / Pune / Gurgaon

Mode : Hybrid


  • Day to Day Activities Review and categorize tickets INC, RITM, PRB and prioritization on High priority ticket
  • P1 P2 Review Confirm AER Categorization Minor, Medium, Major Monitor SLA and OLA performance of the team
  • Monitor CSAT and follow up CSAT feedback and action item
  • Review and Monitor Aging Tickets INCRITMPRB and follow up to the assignee
  • Handle escalations and ensure timely resolution of critical business needed attention issues.
  • Stakeholder management able to translate business queries to technical Skills
  • Requirements Strong understanding of ITIL concept and ServiceNow CSA/CAD
  • Experience in Supporting BAU and handling escalations.
  • Able to monitor KPIs Excellent communication and stakeholder management skills.
  • Familiarity with BPT governance and comp...

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