ServiceNow ITSM Technical Support Engineer

Raas Infotek is seeking a ServiceNow ITSM Technical Support Engineer to provide technical support for ServiceNow Store customers and internal teams. The role focuses on troubleshooting, issue resolution, and maintaining smooth operational workflows in regulated environments.

Responsibilities:

• Triage and resolve ServiceNow Store incidents and case tasks
• Support purchase related workflows and data validation
• Perform root‑cause analysis and document solutions
• Collaborate with users and cross‑functional teams to clarify issues and provide guidance
• Perform data transfers between instances
• Assist with release of deployments

Requirements:

• Must have experience in technical support, ITSM process (Incident Management, RCA, Problem Management)
• Good communication skill
• ServiceNow platform knowledge (general navigation, incident/case task management)
• Troubleshooting and analytical problem‑solving
• Data review and error investigation
• Clear communication with technical and non‑technical stakeholders
• Time management and prioritization
• Efficient problem‑solving
• Strong collaboration with cross‑functional teams
• Consistent and reliable delivery across responsibilities
• Ability to work independently
• Must be a US citizen and work in the US
• Familiarity with ServiceNow catalog item and flow designer
• Basic JavaScript reading and interpretation
• Update sets: creation, validation, and promotion