Technical Support Specialist

2 months ago

Cape Town, Western Cape, South Africa Planet10 Full time
Job Summary

We are seeking a highly skilled Technical Support Specialist to join our team at Planet10. As a key member of our IT operations team, you will be responsible for providing technical support and maintenance for our ServiceNow suite of products.

Key Responsibilities
  • DR Readiness and Testing: Conduct thorough DR readiness reviews and tests, documenting TRPs and performing DR failovers as needed.
  • Service Catalogue Maintenance: Maintain and update our ServiceNow Service Catalogue, ensuring accuracy and relevance.
  • Password Management: Manage system account passwords, ensuring secure access and compliance.
  • Foundation Data Audit: Identify and rectify data misalignments, ensuring data integrity.
  • Complex User Requests: Provide expert support for complex user requests, including low-code configuration.
  • Security Patching: Implement security patches and vulnerability remediation, ensuring system security.
  • Release Management: Log and implement changes as per Release schedule, ensuring smooth system updates.
  • System Configuration: Perform minor system configuration, including dropdown list changes and system configuration.
  • Incident Management: Attend Major Incident Boilers (P1 and P2 incidents), logging problem cases with OEM and ensuring SLAs are met.
  • Application Patching: Test and deploy application patches/fixes, implementing workarounds where OEM fixes are pending.
  • System Maintenance: Perform system maintenance, including DB indexing and data error remediation.
  • OEM Incident Reporting: Provide OEM incident reports, ensuring transparency and accountability.
Requirements
  • ServiceNow Administration: Proven experience in ServiceNow Administration and ServiceNow application configuration.
  • Technical Skills: Hands-on knowledge of UNIX commands, shell scripts, Database SQL, DB Indexing, and system administration.
  • System Administration: Experience in system administration, installation, configuration, and upgrade of ServiceNow suite of products.

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