ServiceNow Support Consultant

Quick Facts

• Role: ServiceNow Support Consultant

Description

You will serve as the primary point of contact for resolving incidents, fulfilling service requests, and providing expert guidance to users of ServiceNow applications.

The role focuses on troubleshooting complex issues, managing requests within SLA targets, performing health checks/maintenance, and maintaining accurate ticket records and reporting. You will collaborate with internal development and project teams to ensure smooth service delivery and optimal platform performance.

Responsibilities

• Diagnose, troubleshoot, and resolve complex ServiceNow incidents for applications such as ITSM, ITOM, HRSD, CSM, and GRC
• Process and fulfill service requests (e.g., user provisioning, access management, data modifications, minor configuration changes)
• Support users with best practices and guidance to help them navigate and use ServiceNow effectively
• Perform routine system health checks, monitoring, and maintenance to ensure stability and performance
• Coordinate with internal development teams, project managers, and other support staff for seamless delivery
• Maintain detailed documentation of support activities, resolutions, and configurations
• Generate reports on common issues, performance trends, and service delivery metrics

Requirements

• Minimum 1 year of professional experience in IT Support, Technical Support, or Application Support with strong focus on ServiceNow or similar tools
• Basic knowledge of JavaScript, HTML, CSS, and GlideScript
• Strong problem-solving and analytical skills with a methodical approach to troubleshooting
• Strong English communication skills (written and verbal) to explain technical concepts to non-technical users
• German language is a plus
• Strong customer service orientation and commitment to user satisfaction
• Ability to work independently and manage multiple priorities in a fast-paced environment
• Proactive attitude and willingness to continuously learn and adapt to new technologies

Benefits

• Opportunity to provide expert ServiceNow support and guidance to maximize clients’ ServiceNow platform investment
• Close collaboration with internal teams to ensure high-quality service delivery