Application Support Engineer

Experience:
· 3+ years of experience in application support, IT operations, or technical support roles.
· Prior experience supporting enterprise platforms such as ServiceNow Field Service Management (FSM).
· Exposure to custom applications and third-party SaaS platforms like Trident Care Online and DDF.
· Familiarity with incident management, issue triage, and root cause analysis.
Technical Skills:
· Strong understanding of ServiceNow platform and workflows (especially FSM module).
· Knowledge of SQL or basic scripting for data queries and log analysis.
· Experience using monitoring tools and logging systems to troubleshoot application issues.
· Ability to read and analyze logs, JSON/XML payloads, and API responses for debugging.
· Familiarity with ticketing systems, application lifecycle, and ITIL support processes.
· Java & .NET willing to migrate
Soft Skills:
· Excellent problem-solving and analytical thinking abilities.
· Strong communication skills—able to interact with technical and non-technical users alike.
· Ability to work independently and collaboratively under time constraints.
· Organized and methodical in tracking issues and documenting resolutions.
· High sense of ownership and accountability.
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What You'll Do (Responsibilities)
Application Support & Troubleshooting:
· Provide daily support for ServiceNow FSM, Trident Care Online, custom-built apps, and DDF.
· Triage, diagnose, and resolve incidents and service requests reported by users.
· Monitor application health and performance, proactively identifying potential issues.
Incident Management:
· Manage the incident lifecycle from intake to resolution, including severity classification, escalation, and post-incident analysis.
· Ensure timely updates and clear communication with stakeholders on ongoing issues.
· Document issues, troubleshooting steps, and final resolutions in the knowledge base.
Collaboration & Coordination:
· Work closely with development, QA, and infrastructure teams to resolve underlying issues.
· Partner with business users to understand system behaviour, collect feedback, and suggest improvements.
· Coordinate with vendors or external support teams for third-party platform issues.
Process & Improvements:
· Identify recurring issues and propose long-term fixes or process improvements.
· Assist in system testing during releases or upgrades for supported applications.
· Contribute to support documentation, FAQs, and user guides.
ServiceNow FSM Focus:
· Support technicians and dispatch teams using the FSM module.
· Troubleshoot workflow errors, assignment issues, and dispatch failures.
· Coordinate with ServiceNow developers to resolve configuration or script-based errors