ServiceNow Live Support Dev- AM

AlgoLeap Technologies Pvt Ltd.; Bengaluru; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

AlgoLeap Technologies Pvt Ltd in Bengaluru is seeking an experienced ServiceNow engineer to serve as the primary technical contact for resolving customer issues on the ServiceNow platform. The role focuses on ITSM/HRSD modules, proactive problem solving, and ensuring SLA-driven outcomes.

You will collaborate with product teams and customers, produce detailed incident analyses, and mentor junior team members while maintaining clear communications across stakeholders.

Qualifications

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Responsibilities

• Evaluate, recommend, and implement solutions to address customer issues.
• Serve as the primary technical contact to troubleshoot and resolve customer-reported issues on ServiceNow.
• 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 to 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 incident analyses, 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.

Skills

ServiceNow ITSM

ServiceNow HRSD

GlideRecord

GlideSystem

Customer communication

Agile/Scrum

Tools

ServiceNow platform

Job description

Algoleap Technologies Pvt Ltd | Full time

• · Evaluate,recommend, and implement solutions to address customer issues, followingdefined best practices for configuration, troubleshooting, and resolution.
• · Serve as theprimary technical contact to troubleshoot and resolve customer-reported issueson ServiceNow platform.
• · Ensuresuccessful delivery of support outcomes within defined SLAs and customersatisfaction metrics.
• · Engage withproduct teams and customers throughout the lifecycle of issue resolution, frominitial diagnosis and root cause analysis to implementation of solutions andpost-resolution support.
• · Collaboratewith internal teams to establish and refine technical best practices andoperational standards for support delivery.
• · Ensureproactive and transparent communication with customers, stakeholders, andinternal teams during issue resolution.
• · Deliverhigh-quality technical solutions that are complete, consistent, timely, andaligned with customer expectations.
• · Collaboratewith stakeholders to assess and configure workflows and platform settings toresolve complex technical and business requirements.
• · Producedeliverables such as detailed incident analysis, troubleshooting documentation,root cause analysis reports, and solution guides.
• · Provideadvanced technical troubleshooting for code-related issues or platform defectsimpacting customers.
• · Offerguidance and mentorship to junior support team members, fostering knowledgesharing and skill development.

Qualifications

• · 6+ years ofhands-on experience with the ServiceNow modules like ITSM,HRSD etc
• · Strong technical skills in ServiceNow scriptinglanguages (e.g. GlideRecord, GlideSystem)
• · Proficiencyin diagnosing, troubleshooting, and resolving complex issues, includingenvironment-specific problems.
• · Ability toidentify root causes and recommend proactive solutions to prevent recurrence.
• · Strongunderstanding of Agile/Scrum methodologies to prioritize and address customertickets effectively.
• · Experiencein engaging directly with customers to understand and address their businessneeds through technical solutions.
• · A trackrecord of achieving high customer satisfaction scores through effectivecommunication, empathy, and technical depth.
• · Strongtechnical writing skills to produce clear, detailed incident reports, solutiondocumentation, and customer-facing updates.
• · Excellentcommunication skills for collaborating with internal teams and providing clear,professional updates to customers.

Certifications

ServiceNowcertifications in CSA is must and CIS ITSM & HRSD arestrongly preferred.