• Support ServiceNow-based application operations, incident analysis, request fulfillment, and enhancement documentation. • Respond to reported application incidents, performing investigation, troubleshooting, and providing effective customer-facing resolutions. • Identify root causes of reported issues and document defects within the ServiceNow ITSM environment to support long-term corrective action. • Escalate complex or recurring application issues to Tier 2 development or engineering teams as required. • Serve as the initial point of contact for application-related support requests; log, track, and update all tickets within ServiceNow. • Fulfill user requests such as access provisioning, permission changes, and application usage guidance within ServiceNow. • Communicate with users to guide them through system workflows and provide follow-up communication to ensure full resolution and customer satisfaction. • Analyze customer needs to elaborate, refine, and document enhancement requests within ServiceNow as Enhancement Records. • Participate in Agile user story grooming sessions to help convert enhancement requests into documented requirements suitable for development. • When qualified, implement approved configuration changes or minor updates to the ServiceNow platform in coordination with senior development staff.