Support Executive

2 months ago


Montréal QC, Canada Atlantis IT group Full time

**Job Title**:Support Executive
**Location**:MONTREAL & MIRABEL, QUEBEC
**Duration**:Contract (12+ Month)

**Role name**:Support Executive
**Role Description**:ServiceNow IT Service Management
**Competencies**:Digital: ServiceNow IT Service Management**
**Support Executive - ServiceNow IT Service Management

**Role Overview**:We are looking for a dedicated Support Executive with expertise in ServiceNow IT Service Management to join our team. In this role, you will be responsible for providing exceptional support to our clients by managing and resolving incidents, requests, and problems using the ServiceNow platform. Your focus will be on enhancing user experience and ensuring efficient IT service delivery.

**Key Responsibilities**:

- Problem Resolution: Analyze and troubleshoot incidents, identifying root causes and implementing effective solutions to prevent recurrence.
- Service Request Fulfillment: Process and fulfill service requests, ensuring accuracy and prompt delivery of services to end-users.
- User Support: Provide support to end-users by guiding them through the use of ServiceNow, troubleshooting issues, and ensuring a seamless experience.
- Knowledge Management: Create and update knowledge base articles to enhance self-service capabilities and empower users to resolve common issues independently.
- Collaboration: Work closely with cross-functional teams to escalate and resolve complex issues, ensuring clear communication throughout the process.
- Reporting: Monitor and report on incident trends and service performance metrics, identifying areas for improvement and recommending enhancements to processes.

Competencies:

- ServiceNow ITSM Expertise: Strong knowledge of ServiceNow IT Service Management modules, including Incident, Problem, Change, and Service Catalog Management.
- Technical Proficiency: Familiarity with ITIL framework and best practices in service management.
- Customer Focus: Commitment to providing exceptional customer service and support, with a strong emphasis on user satisfaction.
- Analytical Skills: Ability to analyze incidents and service requests effectively, identifying patterns and trends to improve service delivery.
- Communication Skills: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.

**_Best Regards_**,**
Karunakar
Apptoza Inc.
Phone: 437-291-3231


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