Technical Support Engineer :: Service Management

Key Roles of the Technical Support Engineer - Service Management:

1. Technical Issue Resolution: Troubleshoot and resolve customer issues related to the ServiceNow platform, including debugging and log analysis.
2. Customer Support & Communication: Provide technical support via multiple channels (web, chat, email, phone) while ensuring a high level of customer satisfaction.
3. Collaboration & Escalation: Work with cross-functional teams to address complex issues and follow proper incident escalation practices.
4. Process & Product Improvement: Share insights gained from troubleshooting to enhance platform functionality and support processes.
5. ServiceNow Expertise: Leverage hands-on experience with ServiceNow modules like Service Management, SLAs, and Service Catalog to assist customers effectively.

Top 3-5 Mandate Skills for This Role:

1. ServiceNow Administration/Development (2+ years experience) Strong hands-on expertise with ServiceNow modules like ITSM, SLAs, and Service Catalog.
2. Troubleshooting & Debugging Experience in log analysis, root cause identification, and fixing web application issues.
3. Incident Management & Escalation Handling Familiarity with ITIL practices and structured issue resolution.
4. JavaScript & Web Application Support – Ability to debug JavaScript-based applications and web technologies.
5. Strong Communication Skills – Excellent verbal and written skills to support customer interactions effectively.

Interested resources should take up below assessment as a Screening Process:

https://coderbyte.com/sl-candidate?promo=trigentsoftwarepvtltd-orrbv:front-end-developer-html-o7209kcu7u&invb=userbce8pykl

Note: Upon clearing the Assessment, Trigent team will connect with you for further process.

All the best,

Team Trigent