ServiceNow Technical Support Engineer
- Trigent
- 2 - 4 years
- Hyderabad
- 17 days ago
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Job Description
We are seeking a ServiceNow Technical Support Engineer with a strong background in ServiceNow Administration/Development and customer-facing technical support. The ideal candidate will be responsible for resolving technical issues, troubleshooting ServiceNow platform-related challenges, and delivering exceptional customer support experiences.
This role requires strong analytical skills, hands-on troubleshooting expertise, and the ability to collaborate with internal teams to resolve complex technical issues.
Key Responsibilities
Customer Support & Case Resolution
- Provide exceptional customer support through:
- Web
- Chat
- Case updates
- Telephone support
- Build customer trust through effective communication, empathy, and problem-solving skills.
- Manage and resolve assigned technical support cases within defined SLAs.
Technical Troubleshooting
- Troubleshoot and resolve issues related to the ServiceNow platform and its core functionalities.
- Analyze log files and debugging information to identify root causes of issues.
- Investigate web application-related problems and provide effective solutions.
- Troubleshoot JavaScript code and identify application-level defects.
- Coordinate with internal teams for escalation and resolution of complex technical issues.
ServiceNow Administration & Support
- Support and troubleshoot ServiceNow modules, including:
- Service Management
- Project Management
- SLA Management
- Service Catalog
- Customer Service Management (CSM)
- Workflows & Approvals
- Contribute to platform stability, process improvements, and knowledge-sharing initiatives.
Process & Continuous Improvement
- Participate in:
- Incident Management
- Defect Management
- Escalation Management
- Knowledge Base Management
- Provide feedback to improve processes, products, and customer experience.
Mandatory Skills
- ServiceNow Administration and/or Development
- ServiceNow Platform Support
- JavaScript Troubleshooting
- Web Application Troubleshooting
- Log Analysis and Debugging
- Incident Management
- SLA Management
- Service Catalog
- Customer Service Management (CSM)
- Workflow & Approval Configuration
Required Competencies
- Strong analytical and problem-solving skills.
- Root cause analysis and troubleshooting expertise.
- Experience working with customer-facing support environments.
- Excellent verbal and written communication skills.
- Ability to work collaboratively in a fast-paced support environment.
Experience
- Minimum 2+ years of ServiceNow Development and/or Administration experience (Mandatory).
- Minimum 2+ years of customer-facing technical support experience.
- Experience supporting web-based applications or e-commerce platforms is preferred.
Educational Qualification
- Bachelor's Degree in Computer Science or a related field.
- Equivalent combination of education and relevant experience may also be considered.
Preferred Candidate Profile
- Strong customer service orientation.
- Experience handling complex technical support cases.
- Hands-on troubleshooting and debugging expertise.
- Ability to work independently and collaboratively.
- Passion for continuous learning and process improvement.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: ContractContact Details:
Company: Trigent Software.Location(s): Hyderabad
Keyskills: Ui Policy Acls ITSM Servicenow Development Javascript CSS Customer Support Business Rules HTML Angularjs or ReactJs Service Catalog Client Scripts
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