ServiceNow IT Service Management (ITSM)

Project Role : Application Support Engineer

Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.

Must have skills : ServiceNow IT Service Management (ITSM)

Good to have skills : NA

Minimum 12 year(s) of experience is required

Educational Qualification : 15 years full time education

Summary:

As an Application Support Engineer, a typical day involves acting as a software detective by actively monitoring and diagnosing issues across various critical business systems. This role requires a dynamic approach to identifying problems, analyzing system components, and ensuring smooth operation by promptly addressing disruptions. The position demands continuous engagement with complex software environments to maintain system reliability and support business continuity through effective troubleshooting and resolution strategies.

Roles & Responsibilities:

- Expected to be an SME, collaborate and manage the team to perform.

- Responsible for team decisions.

- Engage with multiple teams and contribute on key decisions.

- Expected to provide solutions to problems that apply across multiple teams.

- Coordinate cross-functional efforts to streamline issue resolution and improve system performance.

- Mentor junior team members to enhance their technical capabilities and problem-solving skills.

- Facilitate communication between stakeholders to ensure alignment on system support priorities.

Professional & Technical Skills:

- Must To Have Skills: Proficiency in ServiceNow IT Service Management.

- Strong knowledge of incident, problem, and change management processes within IT service frameworks.

- Experience in troubleshooting and resolving issues in enterprise-level IT service management platforms.

- Ability to analyze system logs and performance metrics to identify root causes of service disruptions.

- Familiarity with configuration management and service catalog management in ITSM environments.

- Skilled in collaborating with development and operations teams to implement effective solutions.

Additional Information:

- The candidate should have minimum 12 years of experience in ServiceNow IT Service Management.

- This position is based at our Hyderabad office.

- A 15 years full time education is required.