Supervisor, ServiceNow

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

• Managing and supervising support staff
• Maintaining records and writing reports
• Providing cross-vendor communication in a multi-vendor environment
• Stakeholder engagement, communication, and training
• Support customers across various time zones
• Working with cross-functional teams
• Providing on-call support
• Assessing problems
• Identifying and assessing technical solutions   
• Troubleshooting and solving existing problems
• Managing enhancements using an Agile Framework
• Monitoring SLA
• Act as escalation point

• Minimum 7 years of total IT experience
• Minimum 5 years of ServiceNow Support and Development experience
• BE/BTech degree in Computer Science, Information Systems or equivalent field
• ITIL Foundations v3 certified, v4 preferred – good to have
• ServiceNow Certifications – CSA - mandatory plus 1 mainline certification, CIS-MSP preferred – implementation specialist certification should be fine.
• Knowledge, Skills and Abilities:       
• Experience with ServiceNow modules - ITSM, SPM, ITOM, ITAM, CMDB
• Experience with leading application support and development activities
• Experience with resolving issues within strict SLA timelines
• Ability to work in shifts or out of standard working hours
• Experience with standardizing and documenting support procedures and knowledge for client accounts

• Strong written and oral communication skills including presentation skills
• Strong problem solving and troubleshooting skills
• Proven success in contributing to a team-oriented environment
• Proven ability to work creatively and analytically in a problem-solving environment.

At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://rsmus.com/careers/india.html.  

RSM does not tolerate discrimination and/or harassment based on race; colour; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the in the Indian Armed Forces; pre-disposing genetic characteristics or any other characteristic protected under applicable provincial employment legislation. 

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please send us an email at careers@rsmus.com.