Technical Support Specialist - ServiceNow CSM

About the Role:

We are seeking a highly skilled ServiceNow CSM DevOps Engineer to join our team. As a key member of the Technical Support Operations team, you will work closely with the ServiceNow platform team, Technical Support Operations, and business users to support users and drive future development requirements in the CSM product.

Responsibilities:

• Support and maintain ServiceNow CSM solutions such as catalog items, customizations, workflows, customer portal, agent workspace, and case management processes to meet business needs.
• Support user questions and issues and help in the development of business processes, Knowledge articles, and documentation to address frequently occurring user issues.
• Analyze reported issues to detect trends, research solutions through development changes or new software releases, assist in story creation/refinement to address technical issues, own support cases with ServiceNow from creation to resolution.
• Provide feedback on user experience issues, represent users in technical discussions, and provide feedback to users from the development team.

Qualifications:

• At least 5 years of relevant experience in software development, programming, testing, consulting, or supporting complex software applications.
• Bachelor's degree in Computer Science, Engineering or related quantitative field.
• Experience in Technical Support or IT Support position.
• Ability to communicate with stakeholders and people of various technical backgrounds, think analytically, write, and edit technical material, and the ability to write and present clearly on technical matters in a business context.