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ServiceNow Technology Support II - Production Support
mid · Technology / Software Development
Propel operational success with your expertise in technology support and a commitment to continuous improvement.
As a ServiceNow Technology Support II 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
- 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.