ServiceNow Live Support Dev- AM

SUMMARY

Responsibilities:  

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 ServiceNow platform.

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.

 

Qualifications:  

6+ years of hands-on experience with the ServiceNow modules like ITSM,HRSD etc

Strong technical skills in ServiceNow scripting languages (e.g. GlideRecord, GlideSystem)

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.

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.

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.

Certifications: ServiceNow certifications in CSA is must and CIS ITSM & HRSD are strongly preferred.