• Serve as the primary support point of contact for newly onboarded ServiceNow customers, ensuring a smooth transition post-implementation. • Provide Tier 1–2 support for ServiceNow incidents, requests, and inquiries. • Troubleshoot customer-reported incidents, triage with internal ServiceNow and Sales teams, and provide timely, accurate updates through resolution. • Maintain documentation, internal and external support cases, recurring issues, and drive enhancement opportunities to improve support efficiency and customer outcomes. • Perform user administration, including roles, groups, access management, and onboarding/offboarding tasks. • Monitor system performance, troubleshoot errors, and escalate advanced issues when necessary.