L1 Support Analyst ServiceNow Custom Application Support

Company Name: VARITE India Private Limited

About The Client: Client is a leading global technology research and advisory firm. A trusted business partner to more than 700 clients, including 75 of the top 100 enterprises in the world, ISG is committed to helping corporations, public sector organizations, and service and technology providers achieve operational excellence and faster growth

About The Job:

• We are seeking a proactive and detail-oriented L1 Support Analyst to provide first-level support for custom applications built on the ServiceNow platform, primarily accessed via the Service Portal.
• This role involves triaging tickets, resolving basic issues, and escalating complex problems to higher support tiers.
• You will play a key role in maintaining service quality, user satisfaction, and operational efficiency.

Essential Job Functions: Operational Support

• Monitor and manage the helpdesk queue, ensuring timely triage and resolution of L1 tickets.
• Resolve incidents and service requests in alignment with defined SLAs and escalate when thresholds are at risk.
• Provide support for common user issues such as access requests, navigation assistance, and basic troubleshooting within ServiceNow applications.
• Accurately log, categorize, and prioritize incidents and service requests in ServiceNow.
• Escalate unresolved or complex issues to L2/L3 teams with appropriate documentation.
• Perform basic configuration tasks and user account administration as defined procedures.
• Participate in testing and validation of minor platform updates or UI changes.

Knowledge & Documentation

• Maintain and update knowledge base articles and FAQs to support self-service and improve ticket deflection.
• Follow documented procedures and contribute to SOP improvements based on recurring issues.
• Contribute to onboarding documentation and assist peers by sharing insights and best practices.

Reporting & Quality

• Track and report on ticket metrics such as volume, resolution time, and user feedback.
• Conduct basic ticket quality checks to ensure completeness and accuracy before closure.

Stakeholder Engagement

• Communicate effectively with end-users regarding ticket status, resolution timelines, and guidance.
• Collaborate with L2/L3 support teams and other IT functions to ensure smooth escalation and resolution of issues.

Qualifications: Experience Range:

• Experience Range: 1–3 years in IT support or helpdesk operations, with exposure to the ServiceNow platform.

Essential Skills & Experience

• Good understanding of ServiceNow basics, configurations, and user-facing modules (Incident, Request, Knowledge).
• Familiarity with Service Portal navigation and common components such as Record Producers and Catalog Items.
• Exposure to JavaScript and ServiceNow scripting components (Business Rules, Script Includes, UI Policies), basic reading and troubleshooting.
• Awareness of ServiceNow data model (tables, fields, relationships) and update sets.
• Basic understanding of Flow Designer and ACLs for troubleshooting access.
• Strong customer service and communication skills.
• Ability to work independently and manage tasks with minimal supervision.
• Willingness to work in shifts, including weekends or off-hours as required.
• Demonstrate a strong sense of responsibility and ownership in daily operations.

Preferred Qualifications

• Graduate or Postgraduate in Science or Engineering streams.
• ITIL Foundation certification (preferred but not mandatory).
• Experience working in a ticketing system or helpdesk environment.
• Familiarity with HTML, CSS, and AngularJS used in Service Portal widgets (basic understanding).
• Exposure to REST API concepts and GlideAjax for client-server communication (basic awareness).
• Experience working in Agile/Scrum environments and using tools like Azure DevOps or Jira.

How to Apply: Interested candidates are encouraged to respond/submit their updated resumes, and for additional job opportunities, please visit Jobs In India – VARITE.

Unlock Rewards: Refer Candidates and Earn.

If you're not available or interested in this opportunity, please pass this along to anyone in your network who might be a good fit and interested in our open positions. VARITE offers a Candidate Referral program, where you'll receive a one-time referral bonus based on the following scale if the preferred candidate completes a three-month assignment with VARITE.

Experience Level Bonus Referral:

0-2 years

INR 5,000

2-6 years

INR 7,500

6+ years

INR 10,000

About VARITE: VARITE is a global staffing and IT consulting company providing technical consulting and team augmentation services to Fortune 500 Companies in USA, UK, CANADA and INDIA. VARITE is currently a primary and direct vendor to the leading corporations in the verticals of Networking, Cloud Infrastructure, Hardware and Software, Digital Marketing and Media Solutions, Clinical Diagnostics, Utilities, Gaming and Entertainment, and Financial Services.

Equal Opportunity Employer: VARITE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, veteran status, or disability status.