Track Lead - ServiceNow,JavaScript

About the role

Understand the Problem Request and qualify it to be a valid Problem that justifies to be a Known Error and requires Problem Investigation and resolution Document and communicate to the Service Desk, the recommended workarounds in order to support Incident Management efficiency Document the Root Cause analysis actions, identified Root Causes and initiate actions (including any Changes) required to resolve the Known Errors and Problems

What you'll do

• Create and own the lifecycle of Known Error records in the Known Error Database
• Receive and Record approved Known Errors in designated tools in with adequate details and consistency of language and format
• Maintain Known Error Records with the Problem and Incident Records relationships
• Update Known Error Records to include recommended Workarounds
• Optimize KEDB search facility based on feedback and inputs from the Incident Management staff and Service Desk

What you need

• JavaScript
• ServiceNow
• Root cause analysis
• Any graduate