Role Summary
We are looking for a proactive and customer-focused Senior Consultant – ServiceNow Support to provide application support and ensure the smooth operation of ServiceNow-based services. The ideal candidate will have hands-on experience in Incident & Ticket Management, ServiceNow support processes, and knowledge management. You will be responsible for resolving support tickets, troubleshooting issues, maintaining service quality, and contributing to continuous service improvement.
The role requires strong analytical and communication skills, a customer-centric mindset, and the ability to work effectively in a fast-paced support environment.
What will your role look like?
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Provide Level 2/Level 3 support for ServiceNow applications and related business services.
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Handle, prioritize, troubleshoot, and resolve incidents, service requests, and support tickets within defined SLAs.
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Use ServiceNow as the primary ticketing tool for incident management, request fulfillment, and issue tracking.
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Perform root cause analysis for recurring issues and recommend permanent resolutions.
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Monitor ticket queues and ensure timely assignment, follow-up, and closure of incidents.
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Collaborate with development, infrastructure, and business teams to resolve complex technical issues.
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Create, update, and maintain Knowledge Articles to improve self-service and knowledge sharing.
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Participate in problem management, change management, and release support activities.
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Maintain accurate documentation of support activities, resolutions, and known errors.
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Identify opportunities for process improvements, automation, and operational efficiency.
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Ensure compliance with ITIL processes, organizational standards, and support best practices.
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Provide regular status updates and communicate effectively with business stakeholders and end users.
Why will you love this role?
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Work in a collaborative and customer-focused support environment.
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Gain exposure to enterprise-scale ServiceNow implementations and IT service operations.
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Contribute to service improvements and operational excellence.
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Work alongside experienced technical teams supporting global customers.
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Enjoy opportunities for continuous learning, ServiceNow certifications, and career growth.
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Make a direct impact by delivering exceptional support and improving customer satisfaction.
We would like you to bring along
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4–8 years of experience in application support or ServiceNow support roles.
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Hands-on experience using ServiceNow as a ticketing tool for incident and request management (mandatory).
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Strong knowledge of Incident Management, Ticket Management, and Service Request processes.
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Experience handling production support issues while meeting SLA commitments.
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Ability to troubleshoot, analyze, and resolve application or system issues efficiently.
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Experience creating and maintaining Knowledge Articles and support documentation.
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Good understanding of ITIL service management processes, including Incident, Problem, Change, and Knowledge Management.
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Strong analytical, problem-solving, and troubleshooting skills.
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Excellent verbal and written communication skills.
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Ability to work effectively with cross-functional teams and business stakeholders.
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Experience working in rotational shifts or on-call support environments, if required.
Mandatory Skills
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Incident & Ticket Management
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ServiceNow Support
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ServiceNow as a Ticketing Tool
Good-to-have skills
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ServiceNow Certified System Administrator (CSA).
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Experience supporting ITSM modules within ServiceNow.
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Knowledge of Problem Management, Change Management, and Knowledge Management.
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Exposure to ServiceNow reporting and dashboards.
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Basic understanding of ServiceNow configuration or administration.
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ITIL Foundation certification.
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Experience with monitoring tools and enterprise application support.
