
Custom Application Support Specialist
1 day ago
Highly skilled leaders are sought to oversee frontline support operations for custom-built applications on the ServiceNow platform, emphasizing the Service Portal interface.
This role ensures timely incident resolution, effective queue management, and high customer satisfaction within an ITIL-aligned framework.
Key Responsibilities:
- Manage a team of L1 Helpdesk technicians to ensure timely and high-quality incident resolution.
- Oversee new team member onboarding and provide comprehensive training on ServiceNow tools, support processes, and customer service standards.
- Monitor and manage the helpdesk queue, ensuring accurate triage, prioritization, and escalation of tickets.
- Coordinate staffing schedules and workload distribution for 24/7 support coverage.
- Develop and mentor team members, conduct performance reviews, and identify training needs.
- Act as the primary point of escalation for unresolved or complex L1 issues.
- Lead major incident responses, ensuring timely coordination, stakeholder communication, and resolution.
- Conduct post-incident reviews and contribute to root cause analysis and preventive actions.
- Implement best practices for Incident Management, Service Request Fulfilment, and Knowledge Management.
- Oversee L1 support for custom ServiceNow applications and the Service Portal interface.
- Perform basic configuration tasks, user administration, and ticket management.
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