ServiceNow Platform Support

Role overview

Incident monitoring and user support

• Monitor escalations from the L1 team and resolve L2 issues across ServiceNow modules and integrations, including SAP, Workday, and NICE InContact.
• Escalate complex issues and enhancement requests to L3 teams, follow up, and communicate updates and guidance to users.
• Participate in an L2 on-call rotation for critical incidents outside regular hours.

Platform operations and improvement

• Configure and administer ServiceNow, deliver run-the-business enhancements, and improve platform health and security.
• Assist with release management and troubleshoot release issues.
• Support knowledge transfer, change communications, and hypercare; identify trends and propose configuration, workflow, or training improvements.
• Participate in Scrum Agile and create and maintain troubleshooting, user guidance, and technical knowledge articles.

Required qualifications

• At least 2 years of ServiceNow administration experience, including security administration, reports and dashboards, and data configuration.
• ServiceNow CSA certification is required.
• Basic ability to read JavaScript is required.
• Requires troubleshooting, incident support, user communication, analysis, collaboration, and task-prioritization abilities.

Preferred experience

• Additional ServiceNow certifications in CMDB, CSM, HRSD, WSD, or LSD are a plus.
• ServiceNow integrations such as SAP, Workday, or NICE InContact; Postman testing; Scrum Agile; PI planning; and 5 Whys root cause analysis are listed as pluses.

Workplace

• The role is primarily in-office and expected to work from the Bangalore office under company policies.

Benefits and culture

• The employer describes opportunities for growth, collaborative teamwork, flexible time off, wellness resources, and company-sponsored team events.