ServiceNow Support Executive - Troubleshooting

Role : ServiceNow Support Executive

Location : Mumbai, India

Experience : 1-6 Years

Employment Type : Full-time

Job Overview :

We are seeking a dedicated ServiceNow Support Executive to provide first-level support for our IT Service Management (ITSM) tools. You'll be responsible for troubleshooting incidents, managing service requests, and ensuring timely resolution while adhering to SLAs. If you have experience with ServiceNow or similar ITSM platforms, a good understanding of ITIL processes, and strong problem-solving skills, we encourage you to apply.

Key Responsibilities :

- Provide first-level support for IT Service Management (ITSM) tools such as ServiceNow or Freshworks.

- Troubleshoot incidents, service requests, and issues logged via the service desk or self-service portal.

- Monitor ticket queues diligently and ensure that Service Level Agreements (SLAs) are met for issue resolution.

- Perform essential tasks related to incident management, problem management, and change request tracking.

- Assist in the basic configuration and customization of ITSM tools, including forms, workflows, and UI policies.

- Document troubleshooting steps, frequently asked questions (FAQs), and contribute to the known error database.

- Coordinate with internal teams and external vendors to ensure timely resolution of issues.

- Escalate unresolved tickets to the appropriate L2/L3 teams when necessary.

Requirements :

- 1+ years of experience in supporting the ServiceNow or Freshworks ITSM platform.

- Hands-on experience in ticket management, incident resolution, and basic tool configuration.

- Strong understanding of ITIL processes (Incident, Change, Problem, Asset).

- Familiarity with troubleshooting techniques, including Windows OS, network basics, and browser issues.

- Excellent written and verbal communication skills.

- Strong problem-solving and analytical thinking abilities.

Good-to-Have :

- ITIL Foundation Certification (preferred).

- Knowledge of other service desk tools like Jira Service Desk, Zendesk.

- Experience with SLA reporting and dashboards.

- Awareness of automation/scripting within ITSM platforms.