ServiceNow Support Engineer

Creating and analyzing reports in ServiceNow and/or PowerBi detailing use of the application by end users as well as data regarding ticket volume, incident resolution, SLA adherence, trend analysis and other related ITIL based issues. Experience: 2-4 years' work experience in Service Delivery in a large-scale cloud environment with focus on request fulfillment, incident response, escalation procedures, problem management and knowledge management while adhering to service-level objectives.

Title: ServiceNow Support Engineer
Work Location & Reporting Address: Tampa, FL 33602 (Hybrid)
Duration: 12 months

Job Details:

• Mandatory skills: Service Now, Azure, App Insights, Agile, Scrum, MSFT suite of products has context menu
• Minimum years of experience needed in the required skills: 3 yrs experience
• Minimum over all work experience required: 2-4 yrs
• Domain: Cloud & DevOps Engineering
• Any certification required: NA

Detailed Job Description:

• Primary functional and technical support to triage incoming requests through Client Service Management tool (ServiceNow); resolve or escalate to L3 and/or Development Teams

Experience:

• 2-4 years' work experience in Service Delivery in a large-scale cloud environment with focus on request fulfillment, incident response, escalation procedures, problem management and knowledge management while adhering to service-level objectives
• Handling level 2 functional and technical support to resolve issues including
• diagnosing and in-depth and complex troubleshooting application issues
• working with the client teams and when necessary, end users
• serves as a primary point of contact for client escalations
• product oriented support experience
• Triaging incoming requests (via ServiceNow) and where needed, escalating to SRE and application support (L3/4) teams
• Creating and analyzing reports in ServiceNow and/or PowerBi detailing use of the application by end users as well as data regarding ticket volume, incident resolution, SLA adherence, trend analysis and other related ITIL based issues
• Creating, updating and managing support process documentation and knowledge base articles
• Strong domain and functional knowledge of multiple software applications to aid in functional and technical support
• Managing multiple conflicting deadlines, competing priorities and customer expectations
• Experience with ITIL service management principles
• Experience promoting an agile and DevOps culture
• Displays a sense of ownership, liaison and relationship building between cross functional teams
• Strong communication skills both verbal, professional writing and presentation skills
• Organizing and prioritization skills is a MUST

Top skills:

• Service Now
• Azure
• App Insights
• Agile, Scrum
• MSFT suite of products
• has context menu