Information technology service management specialist

2 days ago

Palakkad, India Trigent Software - Professional Services Full time

Role : TSE_Service Management Location : Hyderabad Work Set-up : Onsite ( 3 days Hybrid) Compensation : 16,00,000 (Annually - Fixed) Duties: Technical Support Engineer - Service Management In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the Service Now software and platform. A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support. Understanding the Service Now platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem solving, a collaborative nature and flexibility will be key to your success. Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers. Skills: Demonstrated creative problem-solving approach and strong analytical skills Must be proficient with analyzing log files and standard debugging concept. Familiarity with tools & practices of the trade such as incident management, knowledgebase, defect & escalation management. Previous experience working with the Service Now platform (Service/Project Management, SLA Management, Service Catalog, Customer Service Management, Workflows & Approvals) Experience troubleshooting web application Experience in troubleshooting Java Script Code. Excellent communication skills (verbal and written) Education: Must have bachelor’s degree in Computer Science or related field (or equivalent degree and experience) 2+ years providing customer facing technical support (Web based products or e-commerce preferred) 2+ years of Service Now Development/Admin Experience is mandate

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