WHAT YOU WILL BE DOING
Evaluate, recommend, and implement solutions to address customer issues, following defined best practices for configuration, troubleshooting, and resolution.
Serve as the primary technical contact to troubleshoot and resolve customer-reported issues on platforms such as ServiceNow or similar enterprise tools.
Ensure successful delivery of support outcomes within defined SLAs and customer satisfaction metrics.
Engage with product teams and customers throughout the lifecycle of issue resolution, from initial diagnosis and root cause analysis to implementation of solutions and post-resolution support.
Collaborate with internal teams to establish and refine technical best practices and operational standards for support delivery.
Ensure proactive and transparent communication with customers, stakeholders, and internal teams during issue resolution.
Deliver high-quality technical solutions that are complete, consistent, timely, and aligned with customer expectations.
Collaborate with stakeholders to assess and configure workflows and platform settings to resolve complex technical and business requirements.
Produce deliverables such as detailed incident analysis, troubleshooting documentation, root cause analysis reports, and solution guides.
Provide advanced technical troubleshooting for code-related issues or platform defects impacting customers.
Offer guidance and mentorship to junior support team members, fostering knowledge sharing and skill development.
Collaborate with product and engineering teams to resolve systemic issues and contribute to platform improvement.
Actively contribute to and refine processes for incident management, problem management, and change management within the support team.
WHAT YOU BRING:
Technical Expertise:
7+ years of hands-on experience with the ServiceNow platform or equivalent enterprise support platforms.
Demonstrated expertise in scripting/coding (e.g., JavaScript, PowerShell) for troubleshooting and automation.
Experience with technical components such as LDAP, SSL, SAML/SSO, and other enterprise technologies.
Strong knowledge of Service-Oriented Architecture (SOAP, REST) and web services integration for troubleshooting external system connectivity.
Problem-Solving and Support Skills:
Proficiency in diagnosing, troubleshooting, and resolving complex issues, including environment-specific problems.
Ability to identify root causes and recommend proactive solutions to prevent recurrence.
Strong understanding of Agile/Scrum methodologies to prioritize and address customer tickets effectively.
Customer-Centric Approach:
Experience in engaging directly with customers to understand and address their business needs through technical solutions.
A track record of achieving high customer satisfaction scores through effective communication, empathy, and technical depth.
Documentation and Communication:
Strong technical writing skills to produce clear, detailed incident reports, solution documentation, and customer-facing updates.
Excellent communication skills for collaborating with internal teams and providing clear, professional updates to customers.
