Technical Support Engineer Servicenow

Key Responsibilities:

• Provide

  global production support

  for ServiceNow instances with a focus on

  UX

  and

  Performance

  .
• Troubleshoot and resolve issues in Service Portal, Now Experience, UI Builder, and Workspaces.
• Analyze and improve system performance using tools like

  stats.do, syslog_transaction, Script Profiler, Health Scan, and Instance Analyzer

  .
• Debug JavaScript, GlideAjax, Business Rules, and Script Includes.
• Optimize slow queries, heavy transactions, and client/server scripts.
• Document root cause analysis (RCA), fixes, and preventive solutions.
• Collaborate with internal teams and challenge assumptions constructively to drive improvements.
• Ensure customer satisfaction through proactive communication and relationship management.

Must-Have Core Skills:

• Excellent English communication skills (written & verbal)
• Strong customer relationship management
• Empathy, patience, and confidence in client-facing interactions
• Proactive approach with the ability to challenge constructively

Technical Skills Required:

• Strong experience with

  ServiceNow UX

  (Service Portal, Now Experience, UI Builder, Catalog, Workspaces)
• Strong knowledge of

  ServiceNow Performance Troubleshooting

  (transaction logs, profiling, query optimization)
• Unix/Linux (preferred)
• SQL (any DB – Oracle, MySQL, PostgreSQL, etc.)
• Scripting: JavaScript / Shell / Python
• ServiceNow Administration experience (mandatory for support role)