ServiceNow Platform Support Engineer

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.

Level & Experience
We are hiring at multiple levels; final level/salary is based on interview performance.

• L1 (1-3 yrs): Handles day-to-day administration, user/access issues, monitoring and ticket resolution under established runbooks.
• L2 (3-5 yrs): Independently troubleshoots scripts, integrations, performance and access issues; supports clones, upgrades and releases.
• L3 (5-8 yrs): Leads the support function, owns problem management, upgrade readiness and platform health, and drives automation of recurring issues.

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.