ServiceNow Technology Support II - Production Support

Job responsibilities

• Provide day-to-day operational support for ServiceNow production instances, ensuring high availability and reliability.
• Analyze, troubleshoot, and resolve issues within ServiceNow application flows and integrations, supporting business-critical operations.
• Install, upgrade, and manage APIs and integrations between ServiceNow and other enterprise systems.
• Monitor ServiceNow environments for anomalies using observability tools (e.g., Splunk, Grafana, APICA), and proactively address issues.
• Apply ServiceNow best practices to optimize performance, configuration, and workflow automation.
• Collaborate with product owners, developers, and support teams to implement enhancements and resolve critical application issues.
• Troubleshoot complex ServiceNow code issues, including scripting (JavaScript, GlideScript), and provide effective solutions.
• Automate monitoring, maintenance, and operational tasks within ServiceNow and related systems.
• Develop, document, and promote standard operating procedures for ServiceNow support and administration.
• Interface with internal customers to gather requirements, advise on ServiceNow best practices, and validate new implementations.
• Participate in on-call rotation for weekend support.

Required qualifications, capabilities, and skills

• Experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Strong knowledge of ServiceNow platform architecture, modules, and administration.
• Experience with ServiceNow integrations, APIs, and web services.
• Proficiency in ServiceNow scripting languages (JavaScript, Glide API) and web development frameworks.
• Familiarity with ITIL processes and ServiceNow ITSM workflows.
• Experience with production management and monitoring tools (e.g., Splunk, Grafana, APICA).
• Ability to prioritize and manage workload, communicate issues clearly, and take ownership of assigned tasks.
• Strong analytical and problem-solving skills.

Preferred qualifications, capabilities, and skills

• ServiceNow Certified System Administrator or other ServiceNow certifications.
• Experience with automation scripting and workflow development in ServiceNow.
• Leveraged MCP servers and AI technologies to optimize operational processes.
• Knowledge of Agile development methodologies.
• Effective verbal and written communication skills.

Strong improvement mindset and commitment to continuous learning.