Tower Lead

Job Summary

The Tools & Automation Tower Lead plays a crucial role in ensuring the effective management and support of ServiceNow (SNOW) operations. This position is responsible for driving the successful resolution of escalations, delivering key reports, and implementing organizational initiatives that enhance operational efficiency and customer satisfaction.

Key Responsibilities

1. Ensure Timely Generation Of Tower Level Ee And En Revenue By Leveraging Snow Admin Capabilities And Automation Tools To Optimize Processes.

2. Manage Escalations And Crisis Situations By Implementing Effective Solutions And Ensuring All Tasks Are Closed Within Agreed Sla Norms, Utilizing Javascript For Custom Scripting As Needed.

3. Oversee Operational Hygiene By Validating Reports And Ensuring Service Delivery Aligns With The Agreed Statement Of Work (Sow), Using Rest/Soap Apis For Seamless Integration.

4. Enhance Customer Satisfaction By Developing And Implementing New Initiatives And Frameworks, Incorporating Feedback And Best Practices From Angular Js For User Interface Improvements.

5. Drive The Profit Improvement Plan (Pip) By Identifying And Implementing Automation Opportunities And Self-Driven Initiatives To Enhance Operational Efficiency.

Skill Requirements

1. Proficient In Snow Administration And Support With A Strong Understanding Of Javascript.

2. Solid Experience With Rest/Soap Apis For Integration And Automation Processes.

3. In-Depth Knowledge Of Angular Js For Developing User-Friendly Interfaces And Applications.

4. Familiarity With Operational Metrics And Service Level Agreements (Slas).

Other Requirements

1. Itil Foundation Certification (Optional But Valuable).

2. Servicenow Certified System Administrator (Recommended)