Key skills
ServiceNowActive Directory
About this role
Role Overview
- Provide advanced technical support and troubleshooting for ServiceNow platform issues
- Resolve complex incidents and assist in configuration-level changes
- Act as the primary escalation point from Tier 1 support
- Collaborate with Tier 2/platform engineering teams for problem resolution
- Monitor ServiceNow queues and handle incoming incidents and service requests
- Log, categorize, and prioritize incidents based on impact and urgency
- Perform initial troubleshooting using knowledge articles and standard procedures
- Resolve common issues within defined SLAs
- Escalate unresolved incidents to higher-tier teams with documentation
- Process standard service requests within designated timelines
- Monitor system alerts, logs, dashboards, and integrations
- Provide first-level support to end users via portal, email
Requirements
- 5 + years to 8 years of experience
- Hands-on ServiceNow platform knowledge
- Strong troubleshooting skills
- Ability to manage production environments
- ServiceNow Certified System Administrator (CSA) and/or Certified Implementation Specialists (CIS)
- ITIL Foundation Certification – preferred
- Good understanding of Active Directory
- User management skills
- Knowledge in Email and notification troubleshooting
- Familiarity with Update Sets and Deployment method
- Exposure to ServiceNow support environment is a plus
Tech Stack
- ServiceNow
Benefits
- Equal employment opportunity (EEO) policy
- Reasonable accommodations for qualified individuals with disabilities