ServiceNow Technology Support II - Production Support

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.

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.