ServiceNow Technology Support II – Production Support

Overview

In this role you ensure the stability, availability, and performance of production ServiceNow flows and integrations. You work with cross-functional teams to troubleshoot and resolve interruptions, guide improvements, and promote user-centric operations. You apply best practices to optimize performance and automation while supporting on-call weekend coverage. Your efforts help sustain reliable enterprise services and a seamless user experience. This role offers a chance to influence production health at a global financial services leader.

Responsibilities

• Provide day-to-day operational support for ServiceNow production instances with high availability
• Analyze, troubleshoot, and resolve issues in ServiceNow flows and integrations supporting critical operations
• Install, upgrade, and manage APIs and integrations between ServiceNow and other systems
• Monitor ServiceNow environments for anomalies using observability tools and address issues proactively
• Apply ServiceNow best practices to optimize performance, configuration, and automation
• Collaborate with product owners, developers, and support teams to implement enhancements and resolve issues
• Troubleshoot complex ServiceNow code issues, including JavaScript and GlideScript, and implement solutions
• Automate monitoring, maintenance, and operational tasks within ServiceNow and related systems
• Develop and promote standard operating procedures for ServiceNow support and administration
• Interface with internal customers to gather requirements and validate new implementations
• Participate in on-call rotation for weekend support

Key requirements

• Experience troubleshooting, resolving, and maintaining IT 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 workload, communicate issues clearly, and own tasks
• Strong analytical and problem-solving skills

• clear and proactive communication
• ownership and accountability
• collaboration across cross-functional teams
• ServiceNow platform administration
• ServiceNow integrations and APIs
• JavaScript and Glide Scripting

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