EI
ServiceNow Support Engineer
eTeam Inc.
🇺🇸 United States
On-site
1 week ago
- ServiceNow
- Azure
- Agile
- Scrum
- Devops
- triage
- Incident Response
- Power BI
- ITIL
1 week ago
Work Location & Reporting Address: Tampa, FL 33602 (Hybrid)
Duration: 12 months
Job Details:
- Mandatory skills: Service Now, Azure, App Insights, Agile, Scrum, MSFT suite of products has context menu
- Minimum years of experience needed in the required skills: 3 yrs experience
- Minimum over all work experience required: 2-4 yrs
- Domain: Cloud & DevOps Engineering
- Any certification required: NA
Detailed Job Description:
- Primary functional and technical support to triage incoming requests through Client Service Management tool (ServiceNow); resolve or escalate to L3 and/or Development Teams
Experience:
- 2-4 years' work experience in Service Delivery in a large-scale cloud environment with focus on request fulfillment, incident response, escalation procedures, problem management and knowledge management while adhering to service-level objectives
- Handling level 2 functional and technical support to resolve issues including
- diagnosing and in-depth and complex troubleshooting application issues
- working with the client teams and when necessary, end users
- serves as a primary point of contact for client escalations
- product oriented support experience
- Triaging incoming requests (via ServiceNow) and where needed, escalating to SRE and application support (L3/4) teams
- Creating and analyzing reports in ServiceNow and/or PowerBi detailing use of the application by end users as well as data regarding ticket volume, incident resolution, SLA adherence, trend analysis and other related ITIL based issues
- Creating, updating and managing support process documentation and knowledge base articles
- Strong domain and functional knowledge of multiple software applications to aid in functional and technical support
- Managing multiple conflicting deadlines, competing priorities and customer expectations
- Experience with ITIL service management principles
- Experience promoting an agile and DevOps culture
- Displays a sense of ownership, liaison and relationship building between cross functional teams
- Strong communication skills – both verbal, professional writing and presentation skills
- Organizing and prioritization skills is a MUST
Top skills:
- Service Now
- Azure
- App Insights
- Agile, Scrum
- MSFT suite of products
- has context menu
ServiceNow Support Engineer · eTeam Inc.