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Job Summary :

We are seeking a proactive and detail-oriented Application Support Engineer to

provide critical support across our operational systems, including ServiceNow FSM,

custom-built applications, Trident Care Online, and DDF platforms. The ideal

candidate will play a vital role in ensuring application stability, resolving issues, and

providing stellar user support. This role requires technical troubleshooting skills,

application knowledge, and the ability to coordinate with engineering, product, and

operations teams to ensure smooth functioning of business-critical systems.

What We’re Looking For (Qualifications)

Education :

Bachelor’s degree in Information Technology, Computer Science, or a related

technical field.

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.

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.

Why We Are Different (Culture)

At Growthaxl, you don’t just solve tickets—you empower operations across our

ecosystem to run smoothly and reliably.

 Autonomy and Trust – You’ll be trusted to own your systems and make data-

driven decisions.

 Ownership and Mastery – You’ll have opportunities to grow your technical

depth and take on complex support challenges.

 AI Obsession – We’re always exploring ways to use automation and

analytics to improve support workflows.

 Customer Centricity – Everything we do is driven by a desire to create better

experiences for our users and teams.

What We Offer (Compensation & Benefits)

 Collaborative Team – Work with experienced engineers, analysts, and

product owners.

 Paid Time Off – 18 annual leave days to rest and recharge.

 Health Insurance – Full medical coverage for you and your dependents.

 Celebrations & Events – Regular team meetups and appreciation events.

 Learning Culture – Access to training and support to grow your career.