About the Role
This role is responsible for providing technical support, managing system configurations, and ensuring optimal performance of the ServiceNow platform across enterprise operations.
Responsibilities
- Monitor and resolve system alerts and incidents within the ServiceNow environment
- Provide second-level support for user-reported issues and service requests
- Maintain and update system configurations to align with business needs
- Troubleshoot workflow errors and performance bottlenecks
- Assist in the development and testing of new ServiceNow features
- Document technical processes and support procedures
- Collaborate with IT teams to integrate ServiceNow with other enterprise systems
- Manage user roles, groups, and access permissions
- Support upgrades, patches, and system maintenance activities
- Track and report on support ticket metrics and resolution times
- Conduct root cause analysis for recurring technical issues
- Ensure compliance with security and audit requirements
- Assist in data migration and import tasks
- Create and maintain reports and dashboards for operational visibility
- Participate in change advisory meetings for system modifications
- Support CMDB accuracy and configuration management processes
- Respond to after-hours incidents as part of an on-call rotation
- Train new team members on support protocols and tools
- Work with stakeholders to refine service catalog offerings
- Maintain knowledge base articles for common support issues
- Evaluate system usability and recommend interface improvements
- Enforce naming conventions and coding standards
- Assist in testing ServiceNow updates in non-production environments
- Coordinate with vendors for third-party integrations
- Support ITIL-aligned processes within the platform
Compensation
Competitive salary based on experience
Work Arrangement
Hybrid work model with remote and office options
Team
Collaborative team environment focused on IT service management
Why Join Us
- We offer a dynamic work environment that values innovation and continuous improvement
- Team members have access to professional development resources and training programs
- Opportunities to work on complex technical challenges with real business impact
- Inclusive culture that supports diverse perspectives and collaborative problem-solving
Technology Stack
- ServiceNow ITSM and ITOM modules
- JavaScript and Glide scripting
- REST and SOAP web services
- LDAP and SSO integrations
- Cloud-based deployment environments
Available for qualified candidates
