• Customer Advocate providing support to administrators and developers of our platform. Supporting and contributing to the growth of best practices for delivery of support services.  
• Understanding our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.  
• Own and resolve all issues with a high standard of professionalism  
• Hands on experience triaging, troubleshooting, resolving and providing root cause analysis for ServiceNow Product issues  
• Manage customers' expectations and experience in a way that results in high customer satisfaction  
• 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.  
• Suggest and implement improvements to internal processes and tools  
• Work on technical and non-technical projects. Proactively seeks feedback and acknowledges the ideas and inputs of others.  
• Opportunity to create scripts to automate repetitive tasks or scripts to enable faster troubleshooting.  
• Help in development and mentoring of team members in various technologies and ServiceNow Platform  
• Effectively communicate with customers and internal teams via 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  
• Participate in the weekend and holiday support on-call rotation.  

• Good Experience in diagnosing performance related issues by analysing Heap dumps or Thread Stacks  
• Good knowledge of the components in a web applications stack.    
• Familiarity with VMware, AWS, Azure, Event Management System  
• Demonstrated ability to understand the problem statement and troubleshoot complex technical issues with ease  
• Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems   
• Strong personal commitment to quality and customer service.  
• Ability to multi-task and efficiently manage case backlog  
• Should be a team player working efficiently in a collaborative environment  
• Proven ability to maintain a professional demeanor when handling complex user issues (difficult customers)  
• Leading investigation and resolving complex issues and escalations while demonstrating exceptional technical understanding, business process and customer needs in timely manner.  

Desired Skills   

• Experience providing SaaS support  
• Experience working with the ServiceNow Platform  
• A fundamental understanding of ITSM or ITIL framework  
• Experience in using tools like Splunk, Elk, Eclipse IDE and handling Network Devices & Load Balancers