The L2 Support Engineer is a key member of our ServiceNow team who manage the Problems, Incidents , of our HRSD customers.
Responsibilities
Customer Advocate providing support to users/administrators of our platform. Contributing to the growth of best practices for delivery of support services.
Understand our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.
Manage and resolve all issues.
Experience assessing, troubleshooting, resolving and providing root cause analysis for ServiceNow HRSD Product issues.
Manage customers’ expectations and experience in a way that results in high customer satisfaction.
Maintain technical expertise in assigned areas of product functionality and use that expertise to help customers.
Opportunity to become Subject Matter Expert in assigned areas of product functionality and utilize that expertise effectively to help customers. Share and deliver knowledge sessions with peers globally.
Opportunity to create scripts to automate repetitive tasks or scripts to enable faster troubleshooting.
Help in the development on ServiceNow Platform.
Suggest and implement improvements to internal processes.
Communicate with customers and our teams through 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.
Role requires India Working hours and overlap with US Business hours
Skills Required
5+ years working with ServiceNow platform as a Developer in enterprise-wide, multi-tier ServiceNow production environment.
Hands-on experience in HR Service Delivery, Incident Management, Problem Management, Change Management, Release Management, Knowledge Management, &
UI Actions/ UI policy/ Access Control Lists, etc.
Writing various Server-side scripts using Script Includes and Portal Scripting in Angular
Understanding of Angular based Client side & Server side scripts
Understanding of ACL’s for controlling the security mechanism in Service Now
Troubleshooting Integrations
Understanding of system logs.
ServiceNow Administration certification is a plus
Platform Administration
Basic ITSM Process knowledge
Reporting & Dashboards
Good understanding of Business Rules, Client Scripts, UI Policies, UI Actions, ACLs
