ServiceNow Support Specialist

Job Title: ServiceNow Support Specialist

Location: Hyderabad, Telangana, India
Shift Timings: 1:00 PM - 10:00 PM IST (Rotational weekend shifts, holidays, and on-call as needed)

Job Role:
As a ServiceNow Support Specialist, you will be responsible for providing first-level support for ServiceNow customers by managing and resolving technical issues. You will assist in triaging customer cases, escalating issues when necessary, and providing guidance on the ServiceNow platform. You will also be involved in knowledge management and user acceptance testing.

Key Responsibilities:

• Perform initial triage of customer cases, answering queries via phone or ServiceNow CRM efficiently.
• Escalate cases to internal/external resources or Subject Matter Experts when needed.
• Provide guidance and walk-throughs to users on the ServiceNow platform.
• Identify gaps in self-service documentation and create Knowledge Base Articles.
• Manage multiple customer cases and assist peers with their cases.
• Participate in User Acceptance Testing (UAT).

Required Skills:

• IT or Engineering graduate from a recognized university.
• Technical background with the ability to quickly learn and absorb new technologies.
• Strong written and verbal communication skills.
• Prior experience in a helpdesk environment, resolving technical issues via phone.
• Ability to communicate effectively with individuals at all levels.
• Strong problem-solving skills, with the ability to ask clear, precise questions to identify issues.
• Basic understanding of ITIL skills and business processes.
• 3-5 years of experience working within an IT environment.
• Ability to work both independently and as part of a team.

Desired Skills:

• Familiarity with the ServiceNow platform.
• Experience troubleshooting SaaS applications.

Education:

• Any IT or Engineering graduate from a recognized university.