Description

You will own L2/L3 support resolution for ETG Products, including Technology Workflows, AIX, and DevX.

Responsibilities

• Resolve L2/L3 support issues for all ETG Products.
• Track key performance metrics using ETG and DT Ops dashboards to meet SLA targets.
• Communicate product support needs and goals with DT and ServiceNow teams.
• Collaborate with engineering teams to understand new feature releases before production deployment.
• Gather and relay customer feedback and recurring issues to product teams for enhancement.
• Provide analytics on metrics, recurring issues, and feature prioritization.
• Drive continuous improvement in operational efficiency across product support.

Required Skills

• 6-10 years total experience in software or platform development.
• 4+ years hands-on experience with ServiceNow.
• ServiceNow, JavaScript, ITSM, ITOM, ITAM.
• CSA Certification.
• CAD Certification.
• Virtual Agent.
• AI Search.
• Generative AI.

Key Skills

Education

Any Graduate