IT Customer Service Representative

Packaged/SaaS Application Engineer

Project Role : Packaged/SaaS Application Engineer
Project Role Description : Configure and support packaged or SaaS applications to adapt features, manage releases, and ensure system stability. Use standard tools, APIs, and low-code platforms to align solutions with business needs while preserving compatibility and performance.
Must have skills : ServiceNow Customer Service Management (CSM)
Good to have skills : NA
Minimum 2 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
As an IT Customer Service Representative, a typical day involves overseeing the delivery and smooth operation of IT production systems and services. This role requires managing incidents, addressing issues, and handling outages promptly to minimize disruption. The position demands continuous monitoring and investigation to ensure timely restoration of services, while coordinating with various teams to maintain system reliability and customer satisfaction throughout the day.

Roles & Responsibilities:
- Expected to perform independently and become an SME.
- Required active participation/contribution in team discussions.
- Contribute in providing solutions to work related problems.
- Collaborate with cross-functional teams to ensure seamless service delivery and support.
- Maintain clear and effective communication with stakeholders regarding incident status and resolution progress.
- Document and track incidents and resolutions to support continuous improvement efforts.
- Assist junior team members by sharing knowledge and providing guidance when necessary.

Professional & Technical Skills:
- Must To Have Skills: Proficiency in ServiceNow Customer Service Management (CSM).
- Strong understanding of IT service management principles and best practices.
- Experience in incident and problem management processes within IT operations.
- Ability to analyze and troubleshoot technical issues related to IT production systems.
- Familiarity with service restoration techniques and outage management.
- Excellent communication skills to effectively interact with technical teams and end users.

Additional Information:
- The candidate should have minimum 2 years of experience in ServiceNow Customer Service Management (CSM).
- This position is based at our Bengaluru office.
- A 15 years full time education is required.