IT Support Engineer

Key Responsibilities

• Provide support for ServiceNow and other support and services platforms, resolving incidents and service requests within agreed SLA targets.
• Investigate and troubleshoot application issues by analyzing logs, querying databases, and reproducing defects — escalating complex cases to the Tier 3 development team with clear documentation.
• Collaborate with Tier 3 developers, vendors, and cross-functional teams to drive resolution of escalated issues and communicate status updates to stakeholders.
• Create and maintain knowledge base articles to improve first-contact resolution and team efficiency.
• Monitor application health and analyse incident trends to proactively identify recurring issues and contribute to continuous improvement initiatives.
• Leverage AI-powered tools and assistants in day-to-day support tasks to improve productivity and resolution quality.
• Work on a shift rotation schedule covering APAC, EMEA, and NA time zones to support a global customer base.

Skills, Knowledge & Expertise

• 2+ years of Tier 2 application support.
• Proficiency in SQL (Microsoft SQL Server, Oracle, PostgreSQL) for querying and investigating application issues.
• Strong analytical and troubleshooting skills with a structured approach to diagnosing issues across unfamiliar systems.
• Clear and professional communication skills — verbal and written — for engaging both technical and non-technical stakeholders.
• Familiarity with ITIL-based incident management practices..
• Willingness and ability to work on a shifting schedule covering APAC, EMEA, and NA time zones, including on-call duties and holiday coverage.
• Working knowledge of ServiceNow — including navigating the platform, managing tickets, and performing basic configurations.

Benefits

• Familiarity with ServiceNow administration — including workflows, business rules, form configurations, and user/role management.
• Bonus points for a ServiceNow Certified System Administrator (CSA) certification or ITIL Foundation certification.
• Experience with Certinia (formerly FinancialForce) or similar enterprise Customer Support and Services platforms.
• Familiarity with AI-powered automation tools (Kiro, CoPilot)
• QA skills, including experience in testing, defect documentation, and validation of application fixes or releases.