Job Description What you get to do in this role: Customer Advocate providing support to users/administrators of our platform. Contributing to the growth of best practices for delivery of support services. Understand our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations. Manage and resolve all issues. Experience assessing, troubleshooting, resolving and providing root cause analysis for ServiceNow Product issues. Manage customers' expectations and experience in a way that results in high customer satisfaction. Maintain technical expertise in assigned areas of product functionality and use that expertise to help customers. pportunity to become Subject Matter Expert in assigned areas of product functionality and utilize that expertise effectively to help customers. Share and deliver knowledge sessions with peers globally. Opportunity to create scripts to automate repetitive tasks or scripts to enable faster troubleshooting. Help in development and mentoring of team members in various technologies and ServiceNow Platform. Suggest and implement improvements to internal processes. Work on technical and non-technical projects. Communicate with customers and our teams through case, phone and other electronic methods. Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers. Maintain impeccable case hygiene and customer related files and records. Participate in the weekend support on-call rotation.