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.