We are seeking a dedicated and detail-oriented ServiceNow Support Specialist [L1] to join our dynamic IT team. The ideal candidate will provide first-level technical support and assistance for our ServiceNow platform, ensuring smooth and efficient resolution of incidents and service requests.
Key Responsibilities:
Provide first-line support for incidents and service requests using ServiceNow.
Monitor and respond to incoming ServiceNow support tickets in a timely manner.
Troubleshoot and resolve technical issues related to the ServiceNow platform.
Escalate complex issues to higher-level support teams as needed.
Document and track all support interactions and resolutions in the ServiceNow system.
Assist in maintaining and updating user documentation and knowledge base articles.
Communicate effectively with end-users to understand and resolve their technical issues.
Collaborate with other IT teams to ensure seamless service delivery and continuous improvement.
Requisitos:
Basic understanding of IT service management (ITSM) principles and practices.
Previous experience as a support agent working with the ServiceNow platform is required.
Strong problem-solving skills and attention to detail.
Excellent communication and interpersonal skills.
Ability to work independently and as part of a team.
Customer-focused with a commitment to providing high-quality support.
Basic knowledge of ITIL processes and certifications is a plus.
ServiceNow CSA Certification or other micro-certifications are highly valuable.
Advanced level of English.
IT Service Management (ITSM), ServiceNow Platform Support, Incident Management, Service Request Handling, Technical Troubleshooting, ServiceNow Ticket Monitoring, Communication Skills, ITIL Knowledge, Documentation and Knowledge Base Maintenance, ServiceNow CSA Certification.