The specialist will work with the National Service Desk (NSD) Tier 1 & 2 team and other infrastructure engineering and application development teams to address escalated issues, adhere to incident, problem, change, release, outage communication, and service request procedures using ServiceNow, develop Knowledge Base Articles (KBAs), and provide on‑call 24x7x365 application support. Experience with ServiceNow ITSM (preferred), ITIL (preferred), data analysis (Excel, T‑SQL, SQL Server), Azure SQL, and database architecture (ETL).Understanding of incident, problem, change, release, outage, and service management processes.