ServiceNow - Support Tier-2

Job Description

We’re looking for a Tier-2 Support Staff member with solid ServiceNow knowledge to provide intermediate technical support and issue resolution for the platform and related services.

Key Responsibilities

• Troubleshoot and resolve moderate to complex issues in ServiceNow
• investigate and resolve complex technical issues escalated from support teams
• Perform root cause analysis and permanent fix implementation for recurring issues
• Collaborate with ServiceNow developers and administrators to implement enhancements and patches
• Create and maintain documentation, including technical solutions and runbooks
• Optimize platform performance, workflows, and automations
• Support integrations with external systems (via REST, SOAP, MID Servers, etc.)
• Participate in change management and release processes
• Monitor platform health and handle system alerts or service degradations
• Work with cross-functional teams to maintain platform stability and user satisfaction
• Document solutions and create knowledge base articles
• Monitor system alerts and take appropriate actions
• Support incident, request, problem and change management workflows
  
  

Required Skills

• 2+ years of hands-on experience in ServiceNow platform support or development
• Deep understanding of ServiceNow modules such as Incident, Problem, Change, CMDB, and Knowledge
• Strong experience with ServiceNow scripting (Business Rules, Client Scripts, Script Includes, etc.)
• Familiarity with integrations using REST/SOAP APIs and MID Server configurations
• Excellent troubleshooting and analytical skills
• Solid understanding of ITIL processes.
• Analytical mindset with problem-solving skills
• Effective communication and documentation capabilities
  
  

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