Respond to and resolve customer issues related to ServiceNow functionality and integrations. Ensure timely resolution of service requests and incidents, prioritizing based on impact and urgency.
Assist with configuration and customization of the ServiceNow platform, including user management, workflows, notifications, and form configurations, ensuring that the system aligns with business requirements.
Diagnose, troubleshoot, and resolve technical issues related to the ServiceNow platform. This may include performance issues, workflow errors, data discrepancies, and integration problems.
Provide end-user support, including answering questions, guiding users on best practices, and troubleshooting issues across modules such as Incident Management, Change Management, Problem Management, and Service Catalog.
Assist with regular system upgrades and patches, ensuring minimal disruption to service and compatibility with customizations. Participate in testing to ensure that new features and updates work as expected.
Create and maintain knowledge base articles to help users troubleshoot common issues and find solutions to frequently asked questions.
Work closely with ServiceNow administrators and developers to implement new features, customizations, and integrations. Ensure that issues raised by customers are communicated and resolved effectively.
Monitor ServiceNow system performance, identify areas of improvement, and assist in optimizing the platform for better speed and efficiency.
Assist in training new users on the ServiceNow platform, including creating user manuals, training materials, and conducting sessions to improve user experience.
Help generate and analyze reports from ServiceNow to ensure data accuracy and to identify trends or areas requiring attention.
