User Experience Specialist

Key Responsibilities

Resolving technical cases raised by customers regarding the ServiceNow platform

Troubleshooting unexpected behaviors and answering technical questions

Providing support via web, chat, email, case updates, and phone

Using diagnostic tools to identify root causes of issues

Collaborating with teams to solve complex problems

Providing feedback to improve processes and products across business units

Skills & Requirements

Must Have Skills

ServiceNow platform knowledge

Web technologies (JavaScript, CSS, HTML/XHTML, AJAX, XML)

Object-oriented programming (JavaScript)

SQL fundamentals

Troubleshooting and debugging

Strong Spoken English Communication

Good To Have Skills

ServiceNow components (Client Scripts, UI Policies, Service Portal, UI Builder)

Virtual Agent and Configurable Workspaces

SaaS platform support

Web development support

Soft Skills

Empathy

Trust-building

Excellent communication skills (verbal and written)

Creative problem-solving

Adaptability

Collaboration

Additional Information

Industry Domains

Experience with incident management, knowledge base, and escalation processes is desirable

Work Experience

2+ years of experience in ServiceNow Support/Implementation/Development

Experience with ServiceNow components is desirable

Experience supporting SaaS platforms is desirable

Prior experience in web development support is desirable

Project Details

The role involves providing technical support to ServiceNow customers by resolving platform-related issues and answering technical questions. The engineer will use diagnostic tools to identify root causes of problems and collaborate with other teams to improve processes and products.