Technical Support Engineer Service Management HYD WFO

Trigent Software Private Limited

Job Location:

Hyderabad - India

Monthly Salary: Not Disclosed

Posted on: 10 hours ago

Vacancies: 1 Vacancy

Job Summary

Role: ServiceNow Support Engineer Duties & Responsibilities

Deliver exceptional customer support experiences by building trust showing empathy and communicating clearly while resolving customer issues.
Provide support through multiple channels including web chat email case updates and direct telephone support.
Demonstrate a strong understanding of the ServiceNow platform and its core functionalities.
Use diagnostic and troubleshooting tools to analyze issues and identify root causes.
Independently manage and resolve complex technical issues coordinating with other teams when required.
Apply creative problem-solving and maintain a collaborative and flexible approach to issue resolution.
Contribute insights and recommendations for process and product improvements across business units based on customer-facing technical experience.
Troubleshoot web applications and analyze JavaScript-related issues.
Review and analyze log files to support debugging and root-cause analysis.

Required Skills

Strong analytical and creative problem-solving abilities
Proficiency in log file analysis and standard debugging concepts
Familiarity with:
- Incident Management
- Knowledge Base Management
- Defect & Escalation Management
Hands-on experience with ServiceNow platform including:
- Service Management / Project Management
- SLA Management
- Service Catalog
- Customer Service Management
- Workflows & Approvals
Experience troubleshooting web-based applications
Experience debugging JavaScript code
Excellent verbal and written communication skills

Education & Experience

Bachelors degree in Computer Science or a related field
(or equivalent education and experience)
2 years of customer-facing technical support experience
(Web-based products or e-commerce preferred)
2 years of ServiceNow Development / Administration experience (mandatory)

Role: ServiceNow Support Engineer Duties & Responsibilities Deliver exceptional customer support experiences by building trust showing empathy and communicating clearly while resolving customer issues. Provide support through multiple channels including web chat email case updates and direct tel...