Systems Engineer I Service Now

Role Overview: You will be responsible for providing 24*5 user and technical support for critical applications developed primarily on the ServiceNow platform. Your main duties will include managing the support queue, directly interacting with users to understand the issues, providing resolution, or escalating them to the necessary team(s). You will also be involved in troubleshooting technical issues, collaborating with different teams, handling major incidents, and coordinating ServiceNow related release activities. Key Responsibilities: - Provide 24*5 user and technical support for critical applications on the ServiceNow platform - Manage support queue, interact with users to understand issues, provide resolution, or escalate as needed - Troubleshoot technical issues, work with users to reproduce problems, and share investigation reports with the development team - Handle major incidents impacting business operations by coordinating with stakeholders, providing workarounds, and communicating effectively - Collaborate with Technology (ServiceNow) and Infrastructure support teams to troubleshoot and resolve issues - Coordinate ServiceNow related release activities Qualifications Required: - Basic Knowledge of the ServiceNow Platform - 2+ years of work experience in technical support at L2 level - Experience supporting any web application platform - Strong customer engagement skills including empathy, clear communication, and patience - Excellent problem-solving and technical analysis abilities - Keen understanding of business processes Additional Company Details: No additional details were provided in the job description.,