Application Support Engineer

Overview

Application Support Engineer acting as a software detective to proactively identify and resolve issues across components of critical business systems, with a focus on ServiceNow IT Service Management (ITSM).

What you'll do

• Act as a subject matter expert (SME), collaborating with and managing the team to deliver outcomes.
• Take responsibility for team decisions.
• Engage with multiple teams and contribute to key decisions.
• Provide solutions to problems that apply across multiple teams.
• Lead efforts to streamline processes and improve system efficiency through innovative problem-solving.
• Mentor junior team members by sharing knowledge and guiding them through complex technical challenges.
• Coordinate cross-functional communication to ensure alignment and timely resolution of issues.

What you'll need

• Proficiency in ServiceNow IT Service Management (ITSM).
• Strong knowledge of incident, problem, and change management processes within IT service frameworks.
• Experience configuring and customizing ServiceNow modules to meet organizational requirements.
• Ability to analyze system logs and performance metrics to diagnose and resolve technical issues.
• Familiarity with integration techniques between ServiceNow and other enterprise applications.
• Skilled in documenting technical procedures and creating user guides to support knowledge sharing.
• Minimum 12 years of experience in ServiceNow IT Service Management (ITSM).
• 15 years of full-time education.

Details

• Based at the Mumbai office.