Service Now Support Specialist

Your role

Platform Support - L1 Service Request

Mission

The Platform Support Team fulfills several critical responsibilities within the organization in support of the ServiceNow program.  This role focuses on supporting the customers via prompt creation, modification, and troubleshooting Service Requests. Enhancing user satisfaction through timely and accurate resolution of requests.

 

Job description

 

The main responsibilities are:

• Help/Enquiry/Functionality issues/Troubleshooting

• Respond to and resolve user questions related to service requests and platform functionality.
• Provide L1 support for form behaviour, request errors, and basic catalog usage issues.
• Log, document, and track user interactions and solutions accurately.

• Maintenance of Service Requests

• Manage lifecycle activities for Service Requests—creation, updates, and closure.
• Review incoming service requests for completeness and appropriate categorization.
• Follow up with users and fulfillment teams to ensure timely SLA-based closures.

 

• Service Catalog Creation/Updates

• Assist with Service Catalog item updates, including form field tweaks and option adjustments.
• Test changes to catalog items and confirm expected results in collaboration with L2/L3 or functional teams.
• Help maintain catalog metadata consistency and version control.

 

• Workflow & Flow Designer Maintenance

• Perform approved minor modifications to workflows or flow designer logic for catalog items.
• Identify logic or routing issues in simple flows and escalate when needed.
• Maintain logs of changes and configuration history.

To succeed, you will need

Skills & Experience Requirement

• 0–2 years of platform/application support, service desk, or L1 technical support.
• Understanding of platform automation and data handling is a plus.
• Familiarity with request fulfillment processes, catalog forms, and ticketing systems
• Familiarity with Excel, CSV formats, and bulk data operations.

Educational requirements

• Minimum bachelor’s degree in Computer Science, IT, or related field.
• ServiceNow Foundations (Required)
• ServiceNow System Administration (Recommended)
• ITIL Foundation certification preferred

Personality requirements

• Strong willingness to help and serve users
• Good communication and customer service mindset
• Analytical thinking and a solution-oriented approach
• Listening and Problem-solving mindset
• Ability to learn and work with structured service management practices

In return, we offer

Choose your career with us

 

Drive your Career, Explore Opportunities, Realize your Passion . . .

We at Atlas Copco believe that there is always a better way.  This spirit drives us to provide leading edge technology, innovative and sustainable products, as well as best-in-class service to our customers around the globe.

That’s where you come in – we believe our people make it happen. We provide a collaborative, inclusive and flexible work environment along with competitive compensation and comprehensive benefits programs.

Start your journey today!

Job location

 Hybrid
This role offers a hybrid working arrangement, allowing you to split your time between working remotely and being on-site at our organization in Pune.

Contact information

 Talent Acquisition Team: Shreya Pore

Uniting curious minds
Behind every innovative solution, there are people working together to transform the future. With careers sparked by initiative and lifelong learning, we unite curious minds, and you could be one of them.