Snow admin

TechDigital Group; San Antonio (TX); On-site; USD 70,000 - 100,000; Full time

Job summary

TechDigital Group is seeking a skilled professional to manage incidents and drive ITIL-based processes. You will validate analyses and reports for key stakeholders, participate in customer meetings to understand issues, and ensure resolution aligned with SLA commitments.

The role also involves validating change plans, supporting capacity planning, mentoring team members, preparing SOPs, and maintaining thorough documentation. Knowledge sharing and effective communication are essential to success.

Qualifications

• Experience in incident management and ITIL practices.
• Ability to validate analyses and reports for presenting to stakeholders.
• Maintain SOPs and documentation; share knowledge.
• Mentor administrators and team members.
• Ensure on-time resolution and quality compliance per SLA.

Responsibilities

• Validate analyses (Root Cause, Trend) and reports for key stakeholders.
• Participate in customer meetings to understand issues and ensure satisfaction.
• Validate change order implementation plans and human error compliance; assist in capacity planning.
• Mentor administrators and prepare SOPs, maintain documentation and share knowledge.
• Ensure on-time resolution and quality compliance of escalated tickets per SLA.

Skills

Incident management

ITIL practices

Root Cause Analysis

Trend Analysis

SLA compliance

Stakeholder communication

Mentoring team

SOP preparation

Documentation

Knowledge sharing

Tools

ServiceNow

Job description

Experience in Incident Management, ITIL & running reports in SNOW.

1. To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders.
2. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced.
3. To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning.
4. To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing) and act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.
5. To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA.