Application Support Engineer Job Description
Project Role: Application Support Engineer
Project Role Description:
Act as software detectives, providing dynamic service to identify and solve issues within multiple components of critical business systems.
Key Responsibilities:
- Administer a ServiceNow instance, including group delegation, CMS modification, and management of workflows, business rules, UI actions, UI policies, ACLs, and dictionary updates.
- Configure workflows within the ServiceNow platform.
- Resolve ad hoc challenges, including break-fix issues.
- Participate in release and version upgrades.
Technical Experience:
- Strong understanding of the ServiceNow Development Platform, particularly in ITSM and custom development.
- Experience with ITOM and a solid grasp of the complete ITSM/ITIL support processes, especially in Service Design, Service Transition, and Service Operation.
- Proficiency in 3rd party integrations using REST and SOAP.
- Ability to identify gaps in IT operations and propose improvements.
- Minimum of 5 years experience in the administration and configuration development of ServiceNow.
Must-Have Skills:
- ServiceNow IT Service Management
Good-to-Have Skills:
- ServiceNow Tools Administration
Professional Attributes:
- Excellent written and verbal communication skills.
- Strong analytical, project management, and time-management skills.
- Strong problem-solving abilities.
- Teamwork and team-building skills.
Educational Qualification:
- Bachelor's Degree in Computer Science, IT, Engineering, or a related field.
Certifications:
- Mandatory: Certified ServiceNow ITSM Fundamentals
- Optional: Certified ServiceNow ITOM, GRC, or ITAM
