Servicenow Developer-Thane - F2F

Job Description as Servicenow developer-
Role Overview
We are looking for an L1 Support Engineer to provide first-level support for the ServiceNow application. The person in this role will be the first point of contact for users, help resolve basic issues, and ensure tickets are handled within the defined timelines. If an issue cannot be resolved, it should be assigned to the L2 team with all the required details.
Key Responsibilities

• Provide first-level support for ServiceNow users.
• Receive, log, and track incidents and service requests.
• Understand user issues and provide basic troubleshooting.
• Resolve simple issues and service requests within the agreed SLA.
• Assign complex issues to the L2 or development team when required.
• Follow up on open tickets and provide regular updates to users.
• Verify the issue after resolution and close tickets after user confirmation.
• Maintain proper ticket updates and documentation.
• Support users with basic ServiceNow navigation and usage questions.
• Work closely with L2 support, developers, and business teams to ensure timely resolution.

Required Skills

• Basic knowledge of the ServiceNow platform.
• Good understanding of incident and service request management.
• Basic troubleshooting and problem-solving skills.
• Good communication and customer handling skills.
• Ability to prioritize work and manage multiple tickets.
• Basic knowledge of ITSM processes is preferred.

Qualification

• Bachelors degree in Computer Science, Information Technology, or a related field.
• 12 years of experience in application support or ServiceNow support.
• ServiceNow ITSM knowledge or certification is an added advantage.