ServiceNow Support Executive

APN Consulting, Inc. is a progressive IT staffing and services company offering innovative business solutions to improve client business outcomes. We focus on high impact technology solutions in ServiceNow, Fullstack, Cloud & Data, and AI / ML. Due to our globally expanding service offerings we are seeking top-talent to join our teams and grow with us.

Title- ServiceNow Support Executive
Location- Nagpur, MH
Duration- Long Term Contract

Job Summary:

We are seeking a detail-oriented and technically skilled ServiceNow Support Executive to join our IT service management team. The successful candidate will be responsible for supporting users of the ServiceNow platform, handling incidents and service requests, and ensuring the smooth operation of ITSM processes. This role involves close collaboration with internal teams and end users to troubleshoot issues, provide solutions, and contribute to the continuous improvement of the ServiceNow environment.

---

Key Responsibilities:

• Provide first- and second-level support for ServiceNow-related issues, including Incident, Request, Change, Problem, and Knowledge Management.

• Monitor, triage, and respond to tickets in a timely and effective manner, ensuring adherence to SLAs.

• Assist end users in navigating the ServiceNow portal and provide functional guidance as needed.

• Troubleshoot and escalate complex technical issues to the ServiceNow admin/developer team.

• Maintain accurate documentation of support processes and resolutions.

• Participate in user acceptance testing (UAT) and provide feedback on ServiceNow upgrades and new features.

• Collaborate with IT teams to enhance ServiceNow functionality and implement process improvements.

• Generate and analyze reports and dashboards to identify trends or recurring issues.

• Ensure compliance with organizational policies and ITIL best practices.

• Stay current with ServiceNow updates, releases, and new features.

---

Required Skills & Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).

• 1–3 years of experience in IT support or ServiceNow support roles.

• Basic understanding of ITIL processes and ServiceNow ITSM modules.

• Strong troubleshooting and problem-solving skills.

• Excellent verbal and written communication skills.

• Customer-focused mindset with a strong sense of ownership.

• Ability to prioritize tasks and manage time effectively.

• Familiarity with ServiceNow reporting and performance analytics is a plus.

• ServiceNow Certified System Administrator (CSA) certification is preferred.

We are committed to fostering a diverse, inclusive, and equitable workplace where individuals from all backgrounds feel valued and empowered to contribute their unique perspectives. We strongly encourage applications from candidates of all genders, races, ethnicities, abilities, and experiences to join our team and help us build a culture of belonging.