Servicenow Specialist_ITSM & JavaScript

Technical Support Engineer for Service Management, responsible for resolving customer-reported issues through various support channels. The role involves analyzing system logs, code snippets, and configurations to troubleshoot complex technical problems. The position requires strong analytical skills and technical expertise to ensure platform stability and customer satisfaction.

Key Responsibilities

• Own and resolve customer-reported issues through web, chat, email, case updates, and phone support
• Analyze system logs, code snippets, and configurations to isolate root causes and recommend solutions
• Leverage platform knowledge to provide guidance and best practices to customers
• Collaborate with internal product and engineering teams on complex, cross-functional cases
• Contribute feedback to improve documentation, platform features, and internal processes
• Maintain high levels of customer satisfaction through empathy, clear communication, and technical expertise

Skills & Requirements

Must Have Skills

• Object-oriented programming and web application architecture
• Scripting languages (JavaScript, Python, Unix Shell, Windows Shell)
• JavaScript debugging
• System log analysis and debugging techniques
• Enterprise support tools (ticketing systems, knowledge bases)
• Technical troubleshooting
• IT Service Management (ITSM) tools

Good To Have Skills

• Eclipse IDE
• E-commerce application troubleshooting
• SaaS support environment experience

Soft Skills

• Strong analytical and problem-solving mindset
• Attention to detail
• Excellent verbal and written communication skills
• Empathy
• Collaboration

Additional Information

Industry Domains

Experience supporting or implementing IT Service Management (ITSM) tools is a big plus

Background in troubleshooting e-commerce applications (catalog, shopping cart, payment systems) is a big plus

Work Experience

• Hands-on experience with debugging JavaScript code
• Familiarity with tools used in enterprise support: ticketing systems, knowledge bases, and escalation protocols

Project Details

The role involves being the go-to expert for resolving complex technical issues across a powerful enterprise cloud platform. The candidate will troubleshoot unexpected behaviors, answer intricate technical queries, and ensure platform stability and user satisfaction.

The position requires working in a fast-paced environment with a shift timing of 1 PM to 10 PM IST.