ServiceNow Technical Support

8 years of experience in IT Operations or Service Delivery or Technical Support, or Customer Success roles.

Strong understanding of the ServiceNow platform, including ITSM workflows, incidents, problems, changes, upgrades, and platform support processes.

Experience managing customer escalations, critical issues, and driving resolution with technical and engineering teams.

Ability to analyze customer issues, understand platform behavior, and participate in technical troubleshooting discussions.

Strong customer-facing communication, stakeholder management, and executive reporting skills.

Good understanding of ITIL processes, SLA/KPI governance, service reviews, and continual service improvement.

Experience coordinating across Support, Engineering, Product, and Operations teams.

Exposure to enterprise SaaS platforms and cloud-based support environments preferred.