Front-Line Support: Act as the single point of contact for GTM users reporting issues via the ServiceNow Service Portal, chat, or phone.
Triage and Resolution: Log, categorize, prioritize, and resolve low-to-medium complexity incidents related to sales workflows (e.g., deal registration, territory assignment, sales reporting access).
Process Guidance: Provide clear guidance to Sales and Marketing users on executing GTM processes correctly within the ServiceNow interface.
Escalation: Accurately escalate complex technical issues (e.g., data synchronization errors, complex workflow failures) to the L2 GTM Technical Specialist team.
Knowledge Contribution: Create and maintain internal knowledge articles and FAQs to promote self-service and first-contact resolution.
Basic familiarity with the ServiceNow platform (using Incident, Request, and Knowledge modules)
A conceptual understanding of sales processes (Lead-to-Cash cycle) or Customer Relationship Management (CRM) systems
Excellent verbal and written communication skills to effectively support non-technical business users
Proficiency in tracking and meeting key Service Level Agreements (SLAs)
Should be willing to work onsite on a shifting schedule in BGC, Taguig.
