ServiceNow Live Support Dev- AM

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.