ServiceNow Platform Support Engineer
Full-time
Saltech Systems
Role Summary
Provide reliable day-to-day administration, production support, troubleshooting, maintenance, and enhancement of the ServiceNow platform within SLA-driven support operations.
Key Responsibilities
- Monitor platform health, incidents, integrations, scheduled jobs, import sets, email, and MID Server status.
- Administer users, groups, roles, ACLs, system properties, notifications, forms, lists, UI policies, and platform configurations.
- Troubleshoot scripts, flows, integrations, transform maps, performance (slow transactions, slow queries), and access issues using system logs, node logs, and debugging tools.
- Support SSO (SAML/OIDC), LDAP, and MFA configuration and troubleshooting.
- Support update sets, application repository deployments, instance clones (exclusions/preservers), upgrades, and patching, including skipped-record review.
- Manage incident/problem resolution and coordinate escalations with ServiceNow Support (HI cases).
- Run Instance Scan / HealthScan findings remediation and track technical debt.
- Maintain technical documentation, runbooks, and knowledge articles.
- Identify recurring issues and recommend platform improvements and automation.
Required Qualifications & Skills
- 2+ years of ServiceNow administration and production-support experience (higher for L2/L3).
- Strong knowledge of platform configuration, ACLs and security, scripting basics (JavaScript/Glide), and troubleshooting.
- Experience with ITSM processes, import sets, and REST/SOAP integrations.
- Ability to work in SLA-driven environments, including after-hours/on-call rotations.
Preferred Qualifications
- ServiceNow CSA; CAD a plus.
- ITIL 4 Foundation.
- Experience supporting large enterprise instances (thousands of users, multiple integrations) and family-release upgrades.
General Expectations
- Work effectively in Agile/Scrum or hybrid delivery environments and collaborate with distributed, multi-time-zone teams.
- Produce clear technical/functional documentation and follow established development, security, change, and release standards.
- Communicate effectively with technical teams, business stakeholders, and client leadership.
- Support production issues, releases, or scheduled activities outside standard business hours when required by the engagement.
Vacancy posted 2 days ago
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