ServiceNow L2 Support

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 
  • Notifications & Workflows 
  • Import Sets, Tranform Maps 
  • REST, SOAP Integrations 
  • Service Portal Pages, Widgets, UI Macros 
  • Javascript, AJAX, HTML, CSS, JSON 

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