The ServiceNow Administrator is responsible for providing advanced technical support, diagnosing and resolving complex technical issues in ServiceNow/FutureNow, and ensuring high levels of customer satisfaction. This role involves working closely with other support levels to escalate and resolve issues efficiently.
Tasks and Responsibilities:
- Review and prioritize incoming incidents in your queue based on urgency and complexity.
- Ensure timely and efficient resolution of technical issues based on contractual SLAs.
- Track the progress of each ticket and provide regular updates on status, update pending tickets daily, providing customer communication using the activity stream.
- Direct support for incident submitters in Teams communicator (as applicable).
- Identify root causes of problems and implement solutions or workarounds as necessary.
- Creating Production stories based on incidents.
- Work with product owners, developers and other support teams for additional support on long running issues or tickets where the team scope is limited.
- Update and maintain internal knowledge base and documentation to reflect new solutions, common issues, and best practices.
- Collaborate with other technical support agents and internal teams to resolve complex issues and share knowledge
- Escalate unresolved or particularly challenging tickets to the next support level (level 3)
- Ensure that all issue resolutions meet the requirements
- Accurately track time spent on each ticket and technical issue to ensure efficient use of resources and adherence to service level agreements (SLAs)
- Escalate as necessary.
Qualifications:
- Minimum of three (3) years of experience working in a technical support role.
- ServiceNow Admin Certification or ServiceNow practical knowledge
- Proven experience in SaaS product support, specifically within the ServiceNow platform.
- Solid understanding of web application stack components, facilitating informed decision-making and collaboration with technical teams.
- Clear and coherent in verbal and written communication skills at a B2+ proficiency level, enabling effective interactions with diverse stakeholders.
- Strong service and customer-oriented mindset, consistently prioritizing client satisfaction and responsiveness in all support activities.
- Expertise in troubleshooting technical issues, utilizing systematic approaches to identify root causes and implement effective solutions.
- Ability to convey complex technical concepts in an accessible manner, ensuring comprehension among non-technical stakeholders.
- Proficient in problem-solving and client-facing scenarios, adept at managing challenges and fostering positive client relationships.
- Collaborative team player who excels in self-management and demonstrates a proactive, self-motivated approach to tasks and responsibilities.
- Exhibits a mature and professional demeanor, consistently approaching challenges with a positive attitude and a focus on constructive outcomes.
Work Location: Work from home (within PH only)
Work Schedule: 9pm to 6am (PH time)
Work Benefits:
- Rice Allowance
- Internet Allowance
- Overtime Pay
- Holiday Pay
- 25% Night Differential Pay
- 20 days Paid Time Off per year (1.67 days earning every month)
- HMO for Employee
- HMO for Dependents
- Group Life Insurance
- Annual Merit Increase (terms apply)
- 13th Month Pay
- Mid-Year Bonus (terms apply)
