Service Administrator and Support Engineer (Chennai)

Duties: You will be a core member of McKinsey's team responsible for: - Providing 245 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 - Valuable 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 Duties: You will be a core member of McKinsey's team responsible for: - Providing 245 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 - Valuable 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