Principal Application Support Specialist

What you will do:

  • Delivers application support within Service Level Agreements to Customer Service Module of ServiceNow business user according to ITS processes with the main focus on Incident and Problem Management
  • Demonstrate ownership of assigned events and incidents through to restoration and collaborate with other support teams within the organization and external supplier
  • Prioritize requests in accordance with agreed criteria and the needs of the organization in accordance with Service Level Agreements
  • Plan, execute and support implementations so the applications themselves are deployed with minimal disruption to the production environment
  • Investigate problems and other requests for support and determines appropriate actions
  • Coordinate activities and communicate with impacted stakeholders as per incident management process
  • Maintain and gain current knowledge of supported applications
  • Support delivery of build projects through its lifecycle UAT, TAT, RTP and post implementation support
  • Seek to continuously improve efficiency within supported application

Essential Skills:

  • Advanced level of communication skills in English both written and spoken
  • Positive attitude, commitment to teamwork and sensitivity to cultural differences
  • Strong analytical thinking with strong drive to solve problems / problem-solving skills
  • Ability to prioritize and multi-task in a fast paced, changing environment to achieve goals and deadlines
  • Knowledge of Windows/Linux based systems
  • Experience with supporting applications
  • Basic grasp of Oracle WebLogic Server
  • Strong customer focus

Must have Technical Experience:

  • Functional knowledge of CSM module of ServiceNow.
  • development experience with SOAP, RESTful API, scripting with ServiceNow
  • Solid understanding in ServiceNow development, implementation, integration, javascript, UI policies, UI action, work flow, business rule, client script
  • Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists etc…
  • Have worked on multiple integrations of ServiceNow-Monitoring Tools
  • Agent workspace and Chat configuration
  • Past experience with instance upgrade and patching is a plus, but not required
  • Hands on experience with ServiceNow CSM, ITSM, and Service Portal
  • 1-2 years of hands-on experience with ServiceNow in Support role (Incident, Problem and Change management)
  • Identify system deficiencies and recommends solutions continual service improvements
  • Functional understanding of OpenFrame / CTI technology
  • Functional understanding of NOW Experience UI Framework
  • Functional understanding of JMS integrations
  • Functional understanding of internationalization (i18n)
  • Basic understanding of ServiceNow Machine Learning and Predictive Intelligence capabilities
  • Certification:- CSA, CAD or CIS-CSM