ServiceNow Platform Support
Core
Provide L2 incident support and manage run-the-business (RTB) enhancements for the ServiceNow platform.
Role type
ServiceNow Platform Support Specialist (L2)
Builds
ServiceNow platform stability, RTB enhancements, and integrations with SAP, Workday, and NICE InContact
Domain
IT Service Management (ITSM) / Enterprise Software Support
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
ServiceNow administration, L2 incident troubleshooting, system administration, release management, data configuration, report and dashboard creation, basic JavaScript, RCA analysis (5 Why's)
Preferred skills
Additional ServiceNow certifications (CMDB, CSM, HRSD, WSD, LSD), integration testing with Postman, Scrum/Agile/PI planning
Technologies
ServiceNow, SAP, Workday, NICE InContact, Postman
Responsibilities
Monitor incident queue for escalations from L1, troubleshoot and resolve L2 issues regarding ServiceNow modules and integrations, escalate complex issues to L3, configure and administer the ServiceNow platform, develop and deliver RTB enhancements, participate in L2 on-call rotation, create and maintain platform knowledge articles
Seniority
Mid-level, hands-on IC
