Sr Technical Support Engineer Job in ServiceNow Software Development India Pvt .Ltd at Hyderabad, Nizamabad, Warangal

Duties

Customer Advocate providing support to users/administrators of our platform. Supporting and

contributing to the growth of best practices for delivery of support services. • Understanding our platform, cloud technologies and troubleshooting practices to ensure successful

resolution of challenging technical situations. • Own and resolve all issues with a high standard of professionalism. • Hands on experience triaging, troubleshooting, resolving and providing root cause analysis for

ServiceNow Product issues • Manage customers' expectations and experience in a way that results in high customer satisfaction. • Develop and maintain technical expertise in assigned areas of product functionality and utilize that

expertise effectively to help customers. • Suggest and implement improvements to internal processes and tools. • Work on technical and non-technical projects • Effectively communicate with customers and internal teams via case, phone and other electronic

methods • Create knowledge base materials dedicated towards operational efficiency while also empowering

and enabling the customers. • Maintain impeccable case hygiene and customer related files and records. • Participate in the weekend support on-call rotation. Required Skills:

Bachelor's Degree in Computer Science (or related technical degree) or 2+ years of related experience

within technical support or software coding environment • Experience with relational databases (e.g. MySQL, Oracle). • Experience using Linux/Unix OR Microsoft Server • Basic knowledge of the components in a web applications stack. • Experience in one (or more) scripting languages: (JavaScript, Python, Perl, Unix Shell, Windows

Shell) • Ability to troubleshoot difficult technical issues and it’s complexities with ease • Excellent written and verbal communication skills with the ability to clearly articulate solutions to

complex technical problems • Strong personal commitment to quality and customer service

Desired Skills • Experience providing SaaS / PaaS support • Experience working with the ServiceNow Platform

• A fundamental understanding of ITILframework • Experience in using tools like Splunk • Ability to read and understand data base logs