Specialist, ServiceNow Support Engineering/Operations Support - Technology Workflows

Merck; Hyderabad; On-site; INR 1,800,000 - 2,700,000; Full time

Job summary

Merck & Co., Inc. in Hyderabad is seeking a skilled ServiceNow Admin to join our Corporate Systems group.

You will provide tier 2/3 operational support for ServiceNow applications and collaborate with engineering and vendor teams to implement updates and enhancements.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 4+ years of working experience as a ServiceNow support resource, preferably with CMDB, ITSM, Portal, Virtual Agent and/or custom scoped applications.
• ServiceNow Certified System Admin (CSA) certification
• ServiceNow Certified Application Developer (CAD) certification is highly desirable
• ServiceNow Certified Implementation Specialist (CIS) certification is highly desirable
• In-depth knowledge of ITIL processes and best practices for IT Service Management.
• Excellent organizational and time management skills to manage multiple projects simultaneously.
• Understanding of Agile development methodologies is a plus.

Responsibilities

• Provide tier 2 and tier 3 operational support for ServiceNow production deployed applications for Merck and coordinate problem investigations.
• Coordinate with the Engineering team and Vendor support for operational production updates and execute documented requests.
• Provide support and create or update Service Catalog Items as needed.
• Partner with the engineering team for release support such as migration of update sets and configurations in prod and non-prod environments.
• Support environment management (prod and non-prod) for activities like cloning, data migration, and configuration.
• Support testing of ServiceNow configurations and developments to ensure stability, reliability, and accuracy.
• Maintain comprehensive SDLC and technical documentation for all ServiceNow configurations, customizations, and developments.
• Stay up-to-date with the latest ServiceNow features, tools, and best practices.

Skills

Agile Application Development

Agile Methodology

Data Visualization

Data Engineering

Data Migrations

ServiceNow

ITSM

CMDB

Education

Bachelor's degree in Computer Science, Information Technology, or a related field

Tools

ServiceNow

ITSM tools

Job description

Job Description

Required Skills:

• Agile Application Development
• Agile Methodology
• Animal Vaccination
• Application Maintenance
• Cloning
• Data Engineering
• Data Migrations
• Data Visualization
• Design Applications
• Digital Transformation
• Information Technology (IT) Services
• IT Operation
• IT Service Management (ITSM)
• Multi-Management
• Operations Support
• Software Configurations
• Software Development
• Software Development Life Cycle (SDLC)
• Solution Architecture
• System Designs
• System Integration
• Testing

Preferred Skills:

The Opportunity

Based in Hyderabad, join a global healthcare biopharma company and be part of a 130- year legacy of success backed by ethical integrity, forward momentum, and an inspiring mission to achieve new milestones in global healthcare. Be part of an organisation driven by digital technology and data-backed approaches that support a diversified portfolio of prescription medicines, vaccines, and animal health products. Drive innovation and execution excellence. Be a part of a team with passion for using data, analytics, and insights to drive decision-making, and which creates custom software, allowing us to tackle some of the world's greatest health threats. Our Technology Centers focus on creating a space where teams can come together to deliver business solutions that save and improve lives. An integral part of our company's IT operating model, Tech Centers are globally distributed locations where each IT division has employees to enable our digital transformation journey and drive business outcomes. These locations, in addition to the other sites, are essential to supporting our business and strategy. A focused group of leaders in each Tech Center helps to ensure we can manage and improve each location, from investing in growth, success, and well-being of our people, to making sure colleagues from each IT division feel a sense of belonging to managing critical emergencies. And together, we must leverage the strength of our team to collaborate globally to optimize connections and share best practices across the Tech Centers.

Role Overview:

The Role: We are seeking a skilled and experienced ServiceNow Admin to join our dynamic ServiceNow team in Corporate Systems. The ideal candidate should possess a strong technical background in ServiceNow development and Operational support. The role will collaborate with cross-functional teams to provide tier 1 and tier 2 level operational support for the ServiceNow applications deployed for Merck.

What will you do in this role

• Provide tier 2 and tier 3 operational support for any issues raised with ServiceNow production deployed applications for Merck as well as coordination of Problem Investigations (includes documenting)
• Coordinate with the Engineering team and Vendor support for any operational production updates and execute in support of meeting documented requests.
• Provide support as well as required creation or updates of Service Catalog Items
• Partner with engineering team for release support such as migration of update sets and configurations both in prod and non-prod environments where support is needed
• Support environment management (prod and non-prod) for instance activities such as cloning, data migration, and configuration where operations support is needed
• Support testing of ServiceNow configurations and developments to ensure system stability, reliability, and accuracy.
• Support in maintenance of comprehensive SDLC and technical documentation for all ServiceNow configurations, customizations, and developments.
• Stay up-to-date with the latest ServiceNow features, tools, and best practices.

What should you have

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 4+ years of working experience as a ServiceNow support resource, preferably with CMDB, ITSM, Portal, Virtual Agent and/or custom scoped applications.
• ServiceNow Certified System Admin (CSA) certification
• ServiceNow Certified Application Developer (CAD) certification is highly desirable
• ServiceNow Certified implementation Specialist (CIS) certification is highly desirable.
• In-depth knowledge of ITIL processes and best practices for IT Service Management.
• Excellent organizational and time management skills to manage multiple projects simultaneously.
• Understanding of Agile development methodologies is a plus.

Our technology teams operate as business partners, proposing ideas and innovative solutions that enable new organizational capabilities. We collaborate internationally to deliver services and solutions that help everyone be more productive and enable innovation.

Who we are

We are known as Merck & Co., Inc., Rahway, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been, bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our co