Job Description:
We’re looking for a Tier-2 Support Staff member with solid ServiceNow knowledge to provide intermediate technical support and issue resolution for the platform and related services.
Key Responsibilities:
Troubleshoot and resolve moderate to complex issues in ServiceNow.
investigate and resolve complex technical issues escalated from support teams.
Perform root cause analysis and permanent fix implementation for recurring issues.
Collaborate with ServiceNow developers and administrators to implement enhancements and patches.
Create and maintain documentation, including technical solutions and runbooks.
Optimize platform performance, workflows, and automations.
Support integrations with external systems (via REST, SOAP, MID Servers, etc.).
Participate in change management and release processes.
Monitor platform health and handle system alerts or service degradations.
Work with cross-functional teams to maintain platform stability and user satisfaction.
Document solutions and create knowledge base articles.
Monitor system alerts and take appropriate actions.
Support incident, request, problem and change management workflows.
Required Skills:
2+ years of hands-on experience in ServiceNow platform support or development.
Deep understanding of ServiceNow modules such as Incident, Problem, Change, CMDB, and Knowledge.
Strong experience with ServiceNow scripting (Business Rules, Client Scripts, Script Includes, etc.).
Familiarity with integrations using REST/SOAP APIs and MID Server configurations.
Excellent troubleshooting and analytical skills.
Solid understanding of ITIL processes..
Analytical mindset with problem-solving skills.
Effective communication and documentation capabilities.
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