Application Support Engineer

Project Role : Application Support Engineer
Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.
Must have skills : ServiceNow
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary: As an Application Support Engineer, you will act as software detectives, providing a dynamic service that identifies and solves issues within multiple components of critical business systems. Your typical day will involve collaborating with various teams to troubleshoot and resolve software-related challenges, ensuring that business operations run smoothly and efficiently. You will engage in problem-solving activities, analyze system performance, and contribute to the continuous improvement of application support processes, all while maintaining a focus on delivering exceptional service to stakeholders. Key Responsibilities • Support basic activities related to the ServiceNow Implementation Project • Assess and manage change requests within ITSM processes. • Orchestrate Change Advisory Board (CAB) meetings. • Track and report the status of ServiceNow tickets (Incidents, Problem Changes). • Attend and contribute to Post Incident Reviews. • Join team meetings and provide updates. • Report status in Jira Projects. • Document findings and processes in Confluence. • Interact with technical support teams to ensure smooth operations. Required Technical Skills & Experience • 5+ years of experience in ITSM processes and related activities: o ITIL v4 framework (incl. support model, service mgt, CMDB, APM, ….) o Strong understanding of ITSM processes. o Proficiency in using Jira and Confluence. • Good knowledge of IT service management (ServiceNow) and reporting (ServiceNow/PowerBI) tools • Excellent problem-solving and analytical skills.

15 years full time education

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