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High due to Tier-1 brand, mid-level generalist role, and broad cross-functional skill requirements.
Medium because platform support skills transfer, but ServiceNow and ITIL demand domain-specific experience.
Medium because ITIL/ServiceNow experience and technical troubleshooting skills are mandatory.
Provide expert Level 3 support and troubleshooting for company platform including cloud/web applications, ITSM processes, and custom enterprise applications.
Manage and prioritize incident, request, problem, and escalation queues with minimal supervision, ensuring prompt issue resolution.
Collaborate with cross-functional teams and mentor junior team members to improve support tools, processes, and knowledge sharing.
Bachelor’s degree or equivalent in Information Technology, Computer Science or related field.
Relevant ITIL certification.
Seasoned experience providing customer-facing technical support, with experience on ServiceNow platform (ITSM, ITOM, CSM, FSM).
Required technical skills include: understanding of cloud/web application components, network monitoring tools (SCOM, Solarwinds), SNMP traps, XML/JSON/RegEx, HTTP/HTTPS requests, database concepts, email protocols, web services (REST, SOAP), authentication mechanisms, and basic Java programming skills.
Experienced in deep technical troubleshooting and root cause analysis in complex cloud and enterprise platform environments.
Proven ability to work independently managing high-priority incidents while engaging cross-functional teams for resolution.
Skilled in mentoring less experienced engineers and improving support best practices in a hybrid work setting.