ServiceNow Support Engineer - Service & Change Management

Job description

Technical role providing support for the ServiceNow platform with a focus on Service Management and Change Management. Ensures stability, availability, and continuous improvement of ServiceNow services while supporting ITSM operations in a banking environment. Provides L2/L3 support for incidents, problems, requests, and change management. Administers and supports ServiceNow ITSM modules to ensure reliable daily operations. Manages Change Management workflows, approvals, scheduling, risk assessment, and implementation. Troubleshoots and resolves ServiceNow incidents, defects, workflow issues, and integration problems. Monitors platform performance and identifies recurring issues and improvement opportunities. Configures and maintains forms, workflows, business rules, notifications, SLAs, and user access per approved requirements. Supports Change Advisory Board activities and ensures governance and approval procedures are followed. Works closely with IT Operations, Infrastructure, Application Support, Development, and other tech teams to resolve ServiceNow issues. Supports integrations between ServiceNow and enterprise systems and coordinates troubleshooting with relevant technical teams. Performs root cause analysis for recurring incidents and implements corrective and preventive actions. Prepares operational reports and dashboards on incidents, requests, changes, SLAs, and service performance. Ensures ServiceNow processes and configurations align with ITSM best practices, internal controls, and banking policies. Participates in ServiceNow upgrades, releases, enhancements, testing, and deployment. Maintains technical documentation, knowledge articles, support procedures, and configuration records. Ensures compliance with information security, audit, risk, and regulatory requirements in the banking environment. Participates in 24/7 support and on‑call duties when required.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field
• 4–7 years of experience in ServiceNow administration, support, or ITSM platform operations
• hands‑on experience with ServiceNow ITSM, particularly Incident, Problem, Request, and Change Management
• strong understanding of ITIL processes and IT Service Management practices
• practical experience supporting Change Management and CAB processes
• previous experience in a banking or financial services environment
• experience with ServiceNow configuration, workflows, business rules, SLAs, notifications, and access management
• good understanding of ServiceNow integrations and APIs
• experience with ServiceNow upgrades, releases, testing, and production support
• strong troubleshooting, problem‑solving, and root cause analysis skills
• good understanding of IT governance, risk, compliance, and change control in regulated environments
• ServiceNow Certified System Administrator (CSA) preferred
• ITIL certification an advantage
• strong communication and stakeholder management skills

Skills