ServiceNow Technology Support II - Production Support

Propel operational success with your expertise in technology support and a commitment to continuous improvement.

As a ServiceNow Technology Support III team member in Corporate Technology, you will ensure the operational stability, availability, and performance of our production application flows.

Encourage a culture of continuous improvement as you troubleshoot, maintain, identify, escalate, and resolve production service interruptions for all internally and externally developed systems, leading to a seamless user experience.

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


* 2+ years of 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 method...