ServiceNow Technical Support Engineer Hyderabad WFO

We are seeking a ServiceNow Technical Support Engineer responsible for resolving technical cases raised by customers regarding the ServiceNow platform. The role requires strong troubleshooting skills web technologies expertise and a customer-centric approach to deliver exceptional support experiences.

The ideal candidate will work closely with customers to diagnose and resolve technical issues while collaborating with internal teams for complex problem resolution.

• Resolve technical cases related to the ServiceNow platform and applications.
• Assist customers in understanding platform functionalities and troubleshooting unexpected behaviors.
• Provide support through multiple channels including:
  • Web
  • Chat
  • Email
  • Case updates
  • Telephone support
• Deliver exceptional customer service by building trust demonstrating empathy and maintaining effective communication.

• Analyze and diagnose technical issues using various debugging and diagnostic tools.
• Investigate application behavior and identify root causes of issues.
• Review log files and system diagnostics for problem isolation and resolution.
• Collaborate with cross-functional teams to resolve complex technical challenges.
• Manage assigned cases through to successful resolution.

• Contribute feedback for product enhancements and process improvements.
• Support incident management defect tracking escalation management and knowledge management activities.

• Strong understanding of web application architecture and components.
• Experience with:
  • AngularJS
  • AJAX
  • JavaScript
  • CSS
  • HTML/XHTML
  • XML

• Basic Object-Oriented Programming (OOP) knowledge.
• Java programming knowledge (preferred).
• Basic SQL understanding.

• Strong troubleshooting and root cause analysis skills.
• Experience analyzing log files and debugging applications.
• Knowledge of incident management and escalation processes.
• Strong analytical and problem-solving capabilities.

• Excellent verbal and written communication skills.
• Customer-focused mindset with strong collaboration abilities.

• Experience working on the ServiceNow platform as:
  • ServiceNow Developer
  • ServiceNow Support Engineer
• Hands-on experience with:
  • Client Scripts
  • UI Policies
  • UI Actions
  • UI Pages
  • Scripts
  • Macros

• Virtual Agent configuration
• Agent Workspace configuration
• Bootstrap Framework
• Message communication protocols
• JavaScript development
• Eclipse IDE

• Software development or software consulting experience.
• Experience supporting and troubleshooting e-commerce applications involving:
  • Product Catalogs
  • Shopping Carts
  • Merchandising
  • Payment Processing
• SaaS application support experience.

• Minimum 2 years of development experience on the required technologies.
• Customer-facing technical support experience is an advantage.
• Experience supporting web-based products or e-commerce applications is preferred.

• Bachelors Degree in Computer Science or a related field.
• Equivalent education and relevant professional experience may also be considered.

• Strong customer service orientation.
• Excellent troubleshooting and analytical skills.
• Ability to work effectively in a fast-paced support environment.
• Willingness to learn and adapt to new technologies.
• Strong collaboration and teamwork capabilities.