Facility Ops App Support

Clean Harbors; Hyderabad; On-site; INR 700,000 - 900,000; Full time

Job summary

Clean Harbors Inc. is seeking an Application Specialist Support in Hyderabad to deliver L1/L2 application support for plant and business apps via ServiceNow. The role involves incident triage, root-cause analysis, and coordinating with IT for fixes.

You will monitor Power BI dashboards and help improve KPIs while contributing to SOPs and LMS content. Ideal candidates have 5+ years of experience, strong communication skills, and a proactive approach to reducing ticket volumes and ensuring SLA

Qualifications

• Provide L1/L2 support for business and plant applications through ServiceNow, including issue triage and resolution.
• Research, diagnose, and troubleshoot application, data, and user-reported issues.
• Own incidents and service requests end-to-end, ensuring adherence to SLAs.
• Support multiple platforms and applications used across plant and operations teams.
• Analyze ServiceNow ticket data to identify trends, recurring issues, and root causes.
• Work closely with technical teams to coordinate fixes, data corrections, and enhancements.
• Monitor Power BI dashboards and operational metrics to support KPI improvement.
• Proactively identify opportunities to reduce ticket volume through process or system improvements.

Responsibilities

• Provide L1/L2 support for business and plant applications.
• Research, diagnose, and troubleshoot issues across applications.
• Own incidents end-to-end and maintain SLA adherence.
• Coordinate with IT for fixes and enhancements.
• Monitor dashboards and drive KPI improvements.
• Create and maintain support docs and training materials.
• Communicate status and resolutions clearly to stakeholders.
• Assist in production releases and system enhancements.

Skills

L1/L2 Support

Incident Resolution

Stakeholder Communication

Root Cause Analysis

Process Improvement

Education

Any graduate

Tools

ServiceNow

Power BI

LMS content

Access Management

Job description

Clean Harbors Inc. (www.cleanharbors.com) is a NYSE listed US based $6.5 billion company. Clean Harbors was founded in 1980 near Boston by Mr. Alan S. McKim, who today remains the company’s Chairman and CEO. Everywhere industry meets environment, Clean Harbors is on-site, providing premier environmental, energy and industrial services. Clean Harbors employs a dedicated workforce of 25,000 employees and has over 700 service locations across the U.S., Canada and Mexico. Beyond addressing the environmental needs of its more than 300,000 customers, the Company has been on the front lines of addressing some of the largest emergency response events in North America of the past several decades including the BP Oil Spill in the Gulf of Mexico, the anthrax attacks in New York, the 2015 avian flu outbreak that devastated the poultry industry, Hurricane Katrina, Rita and Sandy, and the oil pipeline breaks that affected the Yellowstone and Kalamazoo rivers, along with other major chemical releases into the environment.

Responsibilities

Job Title: Application Specialist Support

Experience: 5+ Years

Location: Hyderabad

Working Hours: 05:00pm to 2.00am (Transportation available)

Job Description

• Provide L1/L2 support for business and plant applications through ServiceNow, including issue triage and resolution.
• Research, diagnose, and troubleshoot application, data, and user-reported issues.
• Own incidents and service requests end-to-end, ensuring adherence to SLAs.
• Support multiple platforms and applications (Hub Management, Asset Management, Plant Processes —having knowledge will be an added advantage but not mandate) used across plant and operations teams.
• Analyze ServiceNow ticket data to identify trends, recurring issues, and root causes.
• Work closely with technical teams to coordinate fixes, data corrections, and enhancements.
• Support application access management, role validation, and permission troubleshooting.
• Monitor Power BI dashboards and operational metrics to support KPI improvement.
• Proactively identify opportunities to reduce ticket volume through process or system improvements.
• Create, update, and maintain support documentation, SOPs, and knowledge articles.
• Assist in developing training materials and LMS content for end users.
• Participate in incident reviews, RCA sessions, and operational meetings.
• Ensure compliance with support processes, audit requirements, and documentation standards.
• Provide clear, timely communication to stakeholders on issue status and resolution progress.
• Support production releases, patches, and minor enhancements as needed.
• Monitor ticket aging and proactively prevent SLA breaches.
• Act as a liaison between business users and IT teams to translate functional issues into technical requirements.
• Validate fixes in lower environments or production before business confirmation.
• Support continuous improvement initiatives focused on system stability and user experience.

Qualifications

Any graduate