Provide reliable day-to-day administration, production support, troubleshooting, maintenance, and enhancement of the ServiceNow platform within SLA-driven support operations.
Key Responsibilities
Monitor platform health, incidents, integrations, scheduled jobs, import sets, email, and MID Server status.
Administer users, groups, roles, ACLs, system properties, notifications, forms, lists, UI policies, and platform configurations.
Troubleshoot scripts, flows, integrations, transform maps, performance (slow transactions, slow queries), and access issues using system logs, node logs, and debugging tools.
Support SSO (SAML/OIDC), LDAP, and MFA configuration and troubleshooting.
Support update sets, application repository deployments, instance clones (exclusions/preservers), upgrades, and patching, including skipped-record review.
Manage incident/problem resolution and coordinate escalations with ServiceNow Support (HI cases).
Run Instance Scan / HealthScan findings remediation and track technical debt.
Maintain technical documentation, runbooks, and knowledge articles.
Identify recurring issues and recommend platform improvements and automation.
Required Qualifications & Skills
2+ years of ServiceNow administration and production-support experience (higher for L2/L3).
Strong knowledge of platform configuration, ACLs and security, scripting basics (JavaScript/Glide), and troubleshooting.
Experience with ITSM processes, import sets, and REST/SOAP integrations.
Ability to work in SLA-driven environments, including after-hours/on-call rotations.
Preferred Qualifications
ServiceNow CSA; CAD a plus.
ITIL 4 Foundation.
Experience supporting large enterprise instances (thousands of users, multiple integrations) and family-release upgrades.
Level & Experience
We are hiring at multiple levels; final level/salary is based on interview performance.
L1 (1-3 yrs): Handles day-to-day administration, user/access issues, monitoring and ticket resolution under established runbooks.
L2 (3-5 yrs): Independently troubleshoots scripts, integrations, performance and access issues; supports clones, upgrades and releases.
L3 (5-8 yrs): Leads the support function, owns problem management, upgrade readiness and platform health, and drives automation of recurring issues.
General Expectations
Work effectively in Agile/Scrum or hybrid delivery environments and collaborate with distributed, multi-time-zone teams.
Produce clear technical/functional documentation and follow established development, security, change, and release standards.
Communicate effectively with technical teams, business stakeholders, and client leadership.
Support production issues, releases, or scheduled activities outside standard business hours when required by the engagement.