Administrator - L3

The Administrator - L3 role is responsible for resolving, maintaining, and managing client's software, hardware, and network issues, ensuring timely response and client satisfaction.

Requirements

• 3-5 years of experience
• ServiceNow Core experience
• 100% adherence to SLA/timelines
• Zero customer escalation
• Client appreciation emails

Benefits

• 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
• Provide application/user access as per client requirements and requests to ensure timely solutioning
• Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer
• Maintain timely backup of important data/logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
• Coordinate with on-site team for complex problem resolution and ensure timely client servicing