ServiceNow Technology II - Production Support

Propel operational success with your expertise in technology support and a commitment to continuous improvement.

As a Service Now 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, upscale, 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 Service Now production instances, ensuring high availability and reliability.
• Analyze, troubleshoot, and resolve issues within Service Now application flows and integrations, supporting business-critical operations.
• Install, upgrade, and manage APIs and integrations between Service Now and other enterprise systems.
• Monitor Service Now environments for anomalies using observability tools (e.g., Splunk, Grafana, APICA), and proactively address issues.
• Apply Service Now 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 Service Now code issues, including scripting (JavaScript, Glide Script), and provide effective solutions.
• Automate monitoring, maintenance, and operational tasks within Service Now and related systems.
• Develop, document, and promote standard operating procedures for Service Now support and administration.
• Interface with internal customers to gather requirements, advise on Service Now best practices, and validate new implementations.
• Participate in on-call rotation for weekend support.

• Experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Strong knowledge of Service Now platform architecture, modules, and administration.
• Experience with Service Now integrations, APIs, and web services.
• Proficiency in Service Now scripting languages (JavaScript, Glide API) and web development frameworks.
• Familiarity with ITIL processes and Service Now 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.

• Service Now Certified System Administrator or other Service Now certifications.
• Experience with automation scripting and workflow development in Service Now.
• 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.