ServiceNow Live Support Developer
- algoleap
- Bengaluru, India
- INR 2,500,000 – INR 3,500,000
Responsibilities:
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Evaluate, recommend, and implement solutions to address customer issues, following defined best practices for configuration, troubleshooting, and resolution.
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Serve as the primary technical contact to troubleshoot and resolve customer-reported issues on ServiceNow platform.
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Ensure successful delivery of support outcomes within defined SLAs and customer satisfaction metrics.
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Engage with product teams and customers throughout the lifecycle of issue resolution, from initial diagnosis and root cause analysis to implementation of solutions and post-resolution support.
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Collaborate with internal teams to establish and refine technical best practices and operational standards for support delivery.
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Ensure proactive and transparent communication with customers, stakeholders, and internal teams during issue resolution.
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Deliver high-quality technical solutions that are complete, consistent, timely, and aligned with customer expectations.
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Collaborate with stakeholders to assess and configure workflows and platform settings to resolve complex technical and business requirements.
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Produce deliverables such as detailed incident analysis, troubleshooting documentation, root cause analysis reports, and solution guides.
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Provide advanced technical troubleshooting for code-related issues or platform defects impacting customers.
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Offer guidance and mentorship to junior support team members, fostering knowledge sharing and skill development.
Qualifications:
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6+ years of hands-on experience with the ServiceNow modules like ITSM,HRSD etc
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Strong technical skills in ServiceNow scripting languages (e.g. GlideRecord, GlideSystem)
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Proficiency in diagnosing, troubleshooting, and resolving complex issues, including environment-specific problems.
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Ability to identify root causes and recommend proactive solutions to prevent recurrence.
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Strong understanding of Agile/Scrum methodologies to prioritize and address customer tickets effectively.
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Experience in engaging directly with customers to understand and address their business needs through technical solutions.
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A track record of achieving high customer satisfaction scores through effective communication, empathy, and technical depth.
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Strong technical writing skills to produce clear, detailed incident reports, solution documentation, and customer-facing updates.
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Excellent communication skills for collaborating with internal teams and providing clear, professional updates to customers.
Certifications:
ServiceNow certifications in CSA is must and CIS ITSM & HRSD are strongly preferred.
Skills
- ServiceNow Platform
- Incident Management
- Root Cause Analysis
- ITIL Framework
- JavaScript
- Customer Support
- Technical Mentoring
