Birlasoft | Support Specialist | pune
1 week ago
Job Title: ServiceNow Support Engineer
Responsibilities
Incident Management: Provide timely and effective support for ServiceNow incidents, ensuring issues are resolved according to Service Level Agreements (SLAs).
User Assistance: Assist end-users with technical issues and queries related to ServiceNow functionalities and modules.
System Monitoring: Monitor the performance and health of ServiceNow applications, identifying and resolving potential issues proactively.
Troubleshooting: Diagnose and troubleshoot technical problems, providing solutions or workarounds as needed.
Configuration Management: Maintain and update ServiceNow configurations, including workflows, business rules, UI actions, and client scripts.
Collaboration: Work closely with cross-functional teams to ensure seamless integration and support of ServiceNow applications.
Documentation: Create and maintain comprehensive documentation for support processes, configurations, and troubleshooting procedures.
Training and Knowledge Transfer: Conduct training sessions and knowledge transfer activities to ensure team members and end-users are proficient in using ServiceNow.
Continuous Improvement: Identify opportunities for process improvements and contribute to the enhancement of ServiceNow support services.
Qualifications
Experience: Proven experience in a technical support role, with a strong background in supporting ServiceNow applications.
Technical Skills: Proficiency in ServiceNow platform, including configuration, customization, and scripting (JavaScript, GlideScript, etc.).
Problem-Solving Skills: Strong analytical and problem-solving skills, with the ability to diagnose and resolve technical issues effectively.
Communication Skills: Excellent communication skills, both verbal and written, with the ability to interact professionally with end-users and team members.
Certifications: ServiceNow certifications such as Certified System Administrator (CSA) or Certified Application Developer (CAD) are highly desirable.
Team Player: Ability to work effectively in a team environment, collaborating with various stakeholders to achieve common goals.
Customer Focus: Strong customer service orientation, with a commitment to delivering high-quality support and service.
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