Specialist Software Engineering- Service Now support role - Tier 1
Core
Providing advanced technical support, troubleshooting platform issues, and resolving complex incidents for the ServiceNow platform.
Role type
ServiceNow Platform Production Support Specialist (Tier 1)
Builds
Maintains stability and uptime of the ServiceNow platform for end users.
Domain
IT Service Management (ITSM) / Enterprise Software Support
Deliverable
client delivery
Required skills
ServiceNow platform expertise, Incident Management module knowledge, Service Request Management, Knowledge Management, ITIL concepts, troubleshooting user access issues, portal navigation, standard ServiceNow workflows, Integration Flows, Authentication Methods, ticketing tools proficiency
Preferred skills
ServiceNow Certified System Administrator (CSA), Certified Implementation Specialist (CIS), ITIL Foundation Certification, Active Directory management, Update Sets and Deployment methods
Technologies
ServiceNow, Active Directory
Responsibilities
Monitor ServiceNow queues and handle incoming incidents, Log and prioritize incidents based on impact, Perform initial troubleshooting using knowledge articles, Resolve common issues within SLAs, Escalate unresolved incidents to Tier 2/3, Process standard service requests (access, configuration, catalog), Monitor system alerts and logs, Provide first-level support to end users, Create and update knowledge articles, Ensure adherence to SLAs and operational procedures
Seniority
Mid-level, hands-on IC