Service Administrator and Support Engineer

Duties: You will be a core member of McKinsey's team responsible for: Providing 24*5 user and technical support for critical applications developed primarily on ServiceNow platform Manage support queue, directly interact with users in understanding the issue, provide resolution or escalate with necessary team(s) Technical support - Troubleshooting, work with users to reproduce the issue, share investigation report with Development team and support the investigation & resolution of issue Handle major incidents that impacts business operations - Coordinate with business to understand & assess the impact, provide workaround/mitigation, communication to users & business stakeholders with respect to the situation Collaborate with Technology (ServiceNow) and Infrastructure support teams to troubleshoot and solve issues Help with automating the repeated tasks Take up some light development work Coordinate ServiceNow related release activities Will be required to work 2 days from office either in Gurugram or Chennai. Skills: Strong Knowledge of ServiceNow Platform Work experience of 4+ years in technical support (L2 level) Experience, supporting web applications on non ServiceNow platforms as well Good in customer engagement skill - Empathetic, clear in communication and patience to listen Strong problem solving capability and technical analysis Keen in understanding the Business process Expert in identifying the automation opportunities and automates repeated tasks quickly Experience on NowAssist to create/enable NASK Education: Bachelor's degree in quantitative field like Computer Science, Engineering, Statistics, Mathematics or related field required. Advanced degree is a strong plus