Facility Ops App Support - Process Specilist/ Sr. Associate

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Skills you'll use

What you'll do

• Provide L1/L2 support for business and plant applications through ServiceNow, including issue triage and resolution.
• Research, diagnose, and troubleshoot application, data, and user-reported issues.
• Own incidents and service requests end-to-end, ensuring adherence to SLAs.
• Support multiple platforms and applications (Hub Management, Asset Management, Plant Processes —having knowledge will be an added advantage but not mandate) used across plant and operations teams.
• Analyze ServiceNow ticket data to identify trends, recurring issues, and root causes.
• Work closely with technical teams to coordinate fixes, data corrections, and enhancements.
• Support application access management, role validation, and permission troubleshooting.
• Monitor Power BI dashboards and operational metrics to support KPI improvement.
• Proactively identify opportunities to reduce ticket volume through process or system improvements.
• Create, update, and maintain support documentation, SOPs, and knowledge articles.

Who can apply

• Location: Hyderabad
• Working Hours: 05:00pm to 2.00am (Transportation available)
• GCC – Facility Ops Application Specialist Support
• Need: GCC support personnel to assist with production support, Service Now ticket management (Research, diagnosis, and problem solving), and Business Systems analysis to aid the operations team in increasing production efficiency, reducing time due to application failures, and streamline training efforts to the business and technical teams. While this role will primarily focus on SN ticket management, the goal would be to train these users in all aspects of our waste tracking system such that they can eventually serve as addition and/or backup to our US based team. (see full job description of Facility Operations Application Specialist Job Title description.docx)

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