ServiceNow Technical Support Specialist - Work from Home Jobs Pune

Job Description

About the job

Job Title: ServiceNow Support Specialist

Location: Remote (India)

Shift: USA Timings (Evening/Night shifts)

Job Overview:

We are seeking a highly skilled and motivated ServiceNow Support Specialist. This role involves providing support and maintenance for ServiceNow applications and services for our US-based clients. The ideal candidate should have excellent problem-solving skills, a strong understanding of ITIL processes, and be able to troubleshoot and resolve issues efficiently while working in USA business hours. They should have great communication skills.

Key Responsibilities:

• ServiceNow Incident/Request Management: Monitor, troubleshoot, and resolve issues reported by users on ServiceNow platform. Ensure timely responses and resolutions in accordance with SLAs.
• Excellent Communication skills
• Problem and Change Management: Assist in identifying root causes of recurring issues, document known errors, and coordinate with the team to implement permanent solutions.
• User and Role Management: Manage user accounts, access controls, roles, and permissions within ServiceNow.
• ServiceNow Configuration and Customization: Provide minor configurations and support for incident, problem, change, and request management modules. Ensure platform stability and efficiency.
• Collaboration: Work closely with US-based teams and other departments to ensure that ServiceNow instances are functioning as expected.
• Knowledge Management: Update and maintain knowledge base articles for user reference and resolution guidelines.
• Documentation: Keep track of issues, resolutions, and requests in ticketing systems. Document changes made to the ServiceNow environment.

Requirements:

• Experience: Minimum 2-3 years of experience in ServiceNow administration, configuration, or support.
• ServiceNow Knowledge: Hands-on experience with the ServiceNow platform (Incident Management, Change Management, Problem Management, Service Catalog).
• ITIL Knowledge: Familiarity with ITIL processes and best practices (Incident, Change, Problem Management).
• Shift Flexibility: Willingness to work in night shifts (aligned with US timings).
• Communication Skills: Excellent verbal and written communication skills to interact with US-based stakeholders and clients.
• Problem Solving: Strong troubleshooting and analytical skills to identify and resolve issues efficiently.

Preferred Skills:

• Certifications: ServiceNow Certified System Administrator (CSA) or other relevant certifications are a plus.
• Experience in ITSM Tools: Experience with other IT Service Management (ITSM) tools in addition to ServiceNow is a plus.

Work Environment:

• Remote work from India to work in shifts aligned with USA business hours.
• A collaborative and supportive team atmosphere, with opportunities for growth and development within the ServiceNow platform.

Tip: Not sure how to showcase these skills in your resume? Get professional resume help →

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shraddha.m@datasysamerica.com  

  

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