ServiceNow Support Engineer Role L2 & L3 Support

ServiceNow Support Engineer Role L2 & L3 Support

Posted Today by 1761820834

Apply
Negotiable
Outside
Remote
USA
Apply
Application Programming Interface (API) Configuration Management Databases Data Flow Diagram External Auditing File Servers Information Technology Infrastructure Library ServiceNow Technical Support Verification And Validation

Summary: We are hiring two ServiceNow Technical Support Engineers (L2 & L3) to provide advanced technical and operational support for Discovery, CMDB, and Integrations within the ServiceNow platform. The roles will involve a combination of daily support tasks and project work, emphasizing data accuracy, system reliability, and continuous improvement. Candidates should have extensive IT experience, particularly with ServiceNow. The positions are remote and classified as outside IR35.

Key Responsibilities:

  • Monitor and maintain the ServiceNow Discovery tool
  • Investigate and resolve Discovery-related issues and errors
  • Maintain and optimize Discovery schedules and credentials
  • Perform non-prod testing and production validation after biweekly releases (including evening hours on alternate Wednesdays)
  • Maintain CMDB Health by resolving duplicates, orphans, and compliance issues
  • Regularly audit CMDB data for inconsistencies, stale data, or misconfigurations
  • Collaborate with CI Class Owners to improve data accuracy and governance
  • Identify and recommend improvements for CMDB processes and work with the Platform Team for implementation
  • Provide technical support for ServiceNow integrations (REST/SOAP APIs, MID Servers)
  • Understand data flows, transform maps, and import sets
  • Work closely with the Platform Team on integration updates and enhancements
  • Provide L2 and L3 support for ServiceNow incidents and service requests
  • Participate in ServiceNow enhancement and upgrade projects
  • Maintain documentation of issues, fixes, and technical workflows

Key Skills:

  • 10+ years of IT experience (ServiceNow-focused)
  • Hands-on experience in: ServiceNow Discovery and CMDB
  • Hands-on experience in: ServiceNow Integrations, including data flow troubleshooting
  • Hands-on experience in: Transform Maps, Import Loads, and MID Server setup
  • Strong analytical and troubleshooting skills
  • Experience with ITIL processes and CMDB governance
  • ServiceNow Administrator and/or Implementation Specialist certifications (preferred)
  • ITIL v3 or v4 Foundation certified (preferred)
  • Experience working in a remote, distributed team environment (preferred)

Salary (Rate): undetermined

City: undetermined

Country: USA

Working Arrangements: remote

IR35 Status: outside IR35

Seniority Level: undetermined

Industry: IT

Detailed Description From Employer:


Job Summary:
We are hiring two ServiceNow Technical Support Engineers (L2 & L3) to deliver advanced technical and operational support for Discovery, CMDB, and Integrations within the ServiceNow platform. These roles will involve a blend of day-to-day support and project-based work with a focus on data accuracy, system reliability, and continuous improvement.

Key Responsibilities:
Discovery Support

  • Monitor and maintain the ServiceNow Discovery tool
  • Investigate and resolve Discovery-related issues and errors
  • Maintain and optimize Discovery schedules and credentials
  • Perform non-prod testing and production validation after biweekly releases (including evening hours on alternate Wednesdays)

CMDB Management

  • Maintain CMDB Health by resolving duplicates, orphans, and compliance issues
  • Regularly audit CMDB data for inconsistencies, stale data, or misconfigurations
  • Collaborate with CI Class Owners to improve data accuracy and governance
  • Identify and recommend improvements for CMDB processes and work with the Platform Team for implementation

Integration & Platform Support

  • Provide technical support for ServiceNow integrations (REST/SOAP APIs, MID Servers)
  • Understand data flows, transform maps, and import sets
  • Work closely with the Platform Team on integration updates and enhancements

General Support & Collaboration

  • Provide L2 and L3 support for ServiceNow incidents and service requests
  • Participate in ServiceNow enhancement and upgrade projects
  • Maintain documentation of issues, fixes, and technical workflows

Required Experience & Skills:

  • 10+ years of IT experience (ServiceNow-focused)
  • Hands-on experience in:
    • ServiceNow Discovery and CMDB
    • ServiceNow Integrations, including data flow troubleshooting
    • Transform Maps, Import Loads, and MID Server setup
  • Strong analytical and troubleshooting skills
  • Experience with ITIL processes and CMDB governance


Preferred Qualifications:

  • ServiceNow Administrator and/or Implementation Specialist certifications
  • ITIL v3 or v4 Foundation certified
  • Experience working in a remote, distributed team environment

Apply
Similar Jobs
Loading data...