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 compliance processes.
- Preferred Experience 5+ years in IT Technical Understand how ServiceNow works
