JB001716 Live Support Devloper - 713005 Bangalore ·

Techilaservices; Bengaluru; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

Techilaservices in Bengaluru invites an experienced ServiceNow Live Support Dev- AM to manage, diagnose, and resolve customer issues on the ServiceNow platform. You will drive incident analysis, root cause reports and solution guides while collaborating with product teams to uphold high customer satisfaction.

The role requires 6+ years of hands-on ServiceNow experience with ITSM/HRSD modules, strong scripting skills, and excellent communication.

Qualifications

• 6+ years hands-on ServiceNow experience.
• Expertise in ITSM and HRSD modules.
• Strong scripting and debugging skills.
• Excellent written and verbal communication.

Responsibilities

• Evaluate, recommend, and implement solutions for customer issues per best practices.
• Serve as primary technical contact to troubleshoot ServiceNow issues.
• Ensure delivery within SLAs and high customer satisfaction.
• Engage with product teams and customers through issue lifecycle.
• Collaborate to refine technical best practices and standards.
• Maintain proactive, transparent communication with stakeholders.
• Deliver high-quality technical solutions aligned with customer expectations.
• Configure workflows and platform settings to meet complex requirements.
• Produce incident analyses, troubleshooting docs, root-cause reports, and guides.
• Provide advanced troubleshooting for code-related issues.
• Mentor junior support team members.

Skills

GlideRecord

GlideSystem

ITSM

HRSD

Communication skills

Customer focus

Troubleshooting

Agile/Scrum

Job description

11-8 PM -shift timings

Bangalore

Live Support Devloper - 713005

6-8 Years

11-8 PM

Bangalore

ServiceNow Live Support Dev- AM

Responsibilities:

• Evaluate, recommend, and implement solutions to address customer issues, following defined best practices for configuration, troubleshooting, and resolution.
• Serve as the primary technical contact to troubleshoot and resolve customer-reported issues on ServiceNow platform.
• Ensure successful delivery of support outcomes within defined SLAs and customer satisfaction metrics.
• Engage with product teams and customers throughout the lifecycle of issue resolution, from initial diagnosis and root cause analysis to implementation of solutions and post-resolution support.
• Collaborate with internal teams to establish and refine technical best practices and operational standards for support delivery.
• Ensure proactive and transparent communication with customers, stakeholders, and internal teams during issue resolution.
• Deliver high-quality technical solutions that are complete, consistent, timely, and aligned with customer expectations.
• Collaborate with stakeholders to assess and configure workflows and platform settings to resolve complex technical and business requirements.
• Produce deliverables such as detailed incident analysis, troubleshooting documentation, root cause analysis reports, and solution guides.
• Provide advanced technical troubleshooting for code-related issues or platform defects impacting customers.
• Offer guidance and mentorship to junior support team members, fostering knowledge sharing and skill development.

Qualifications:

• 6+ years of hands-on experience with the ServiceNow modules like ITSM,HRSD etc
• Strong technical skills in ServiceNow scripting languages (e.g. GlideRecord, GlideSystem)
• Proficiency in diagnosing, troubleshooting, and resolving complex issues, including environment-specific problems.
• Ability to identify root causes and recommend proactive solutions to prevent recurrence.
• Strong understanding of Agile/Scrum methodologies to prioritize and address customer tickets effectively.
• Experience in engaging directly with customers to understand and address their business needs through technical solutions.
• A track record of achieving high customer satisfaction scores through effective communication, empathy, and technical depth.
• Strong technical writing skills to produce clear, detailed incident reports, solution documentation, and customer-facing updates.
• Excellent communication skills for collaborating with internal teams and providing clear, professional updates to customers.

Certifications: ServiceNow certifications in CSA is must and CIS ITSM & HRSD are strongly preferred.