Company Overview: brightfin provides clients with a suite of IT financial management and managed software subscriptions to enable your organization to rationalize, comprehend, normalize, optimize, and allocate spend to clearly show IT’s value in delivering revenue, services, and organizational enablement for the enterprise.
Job Summary: Provide Level 2 technical support for complex incidents related to the brightfin product
operating within the ServiceNow platform. This role involves in-depth troubleshooting, effective
communication with customers via email/incidents, and collaboration with internal teams to ensure
timely resolution of technical issues.
Essential Functions / Duties / Responsibilities:
- Conduct in-depth investigation of customer issues and perform root cause analysis
- Install basic applications into customer ServiceNow environments
- Perform basic configuration tasks: tenant setup, MDM, API, and user criteria
- Implement app upgrades, hotfixes, and enhancements (configuration only, no development)
- Troubleshoot issues related to failed uploads, fulfillment tasks, connectivity, and instance
- synchronization
- Provide prompt technical support as part of the second level (L2) support team
- Collaborate with other teams on issue resolution and bug fixes if needed
Minimum Qualifications:
- Excellent verbal and written communication skills in English (B2–C1 level)
- 2–3 years of experience in Level 2 technical or product support
- Hands-on experience with ServiceNow or a similar ITSM platform
- Required Knowledge/Skills/Abilities:
- Proven ability to troubleshoot and resolve technical issues
- Excellent verbal and written communication skills in English (B2–C1 level)
- Strong customer service orientation and problem-solving mindset
- Basic understanding of JavaScript (enough to read, understand, and debug scripts)
- Ability to clearly explain technical concepts to both technical and non-technical audiences
Education
- Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent practical experience).
Experience
- 2+ years of experience supporting complex technical incidents at L2 and/or L3 level is preferred
Certifications
- ServiceNow (admin) certifications (e.g., CSA, CIS) are preferred but not mandatory.
Required Knowledge/Skills/Abilities:
- Excellent verbal and written communication skills in English (B2–C1 level)
- 2–3 years of experience in Level 2 technical or product support
- Hands-on experience with ServiceNow or a similar ITSM platform
- Excellent time management skills with a proven ability to meet deadlines.
- Strong analytical