ServiceNow - Support Tier-2

We’re looking for a Tier-2 Support Staff member with solid ServiceNow knowledge to provide intermediate technical support and issue resolution for the platform and related services.

Requirements

• Troubleshoot and resolve moderate to complex issues in ServiceNow.
• investigate and resolve complex technical issues escalated from support teams.
• Perform root cause analysis and permanent fix implementation for recurring issues.
• Collaborate with ServiceNow developers and administrators to implement enhancements and patches.
• Create and maintain documentation, including technical solutions and runbooks.
• Optimize platform performance, workflows, and automations.
• Support integrations with external systems (via REST, SOAP, MID Servers, etc.).
• Participate in change management and release processes.
• Monitor platform health and handle system alerts or service degradations.
• Work with cross-functional teams to maintain platform stability and user satisfaction.
• Document solutions and create knowledge base articles.
• Monitor system alerts and take appropriate actions.
• Support incident, request, problem and change management workflows.

Benefits

• Collaborative work environment
• Flexibility to support wellbeing, productivity, individual work styles, and life circumstances
• Inclusive environment where everyone can thrive