Service NOW developer

Job Description

Service now To identify attrition percentage in accounts and take up initiatives to reduce the same. To perform value addition activities (CIP & SIP) and implement strategies to improve productivity. To implement Profit Implement Plan (PIP), review Budget vs. Actual Cost and analyse the deviation to plan strategies to reduce deviation through levers like Automation & self-driven initiatives. To ensure retention of accounts that are due for renewal or maintain high level of customer satisfaction (ACSAT)To ensure that all responsibilities and project deliverables are completed within SLAs through effective team management and monthly reviewsTo ensure generation of an account level EE & EN revenueTo ensure absorption of freshers as per the defined account targets (1.) To adhere to quality standards, regulatory requirements and company policies (2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases (3.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans. (4.) To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team. (5.) To provide support for on call escalations /L3 level support and doing incident & problem management (6.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives.