ServiceNow Support Engineer

Role Summary

The ServiceNow ITSM Support Analyst will be responsible for providing operational support, platform administration and configuration maintenance for the ServiceNow environment. This role involves managing day-to-day support requests, resolving technical issues, maintaining system configurations and assisting with minor enhancements to ensure the platform runs reliably and efficiently.

Key Responsibilities

• Provide ongoing operational support and administration for the ServiceNow platform.
• Manage and resolve incidents, service requests, user enquiries and system-related issues within the agreed SLAs.
• Perform routine configuration and maintenance of forms, fields, lists, views, workflows, assignment rules and notifications.
• Manage user accounts, groups, roles and access controls in accordance with established security policies.
• Investigate system errors, workflow issues and configuration problems, and assist with identifying root causes.
• Support ITSM functionalities across Incident, Request, Problem, Change and Knowledge Management.
• Implement minor configuration updates and system improvements based on approved requirements.
• Assist with system testing, UAT, platform upgrades, release activities and production deployments.
• Update and maintain technical documentation, configuration records and knowledge base content.
• Work with internal technical teams, ServiceNow developers and external vendors to resolve complex system or integration issues.
• Monitor ticket progress, follow up on outstanding cases and ensure timely resolution in line with service level commitments.

Requirements

• Diploma or Degree in Information Technology, Computer Science or a related field.
• At least 2 years of relevant experience in ServiceNow administration, application support or IT platform support.
• Hands-on experience supporting and maintaining ServiceNow in a production environment.
• Good knowledge of ServiceNow platform administration, configuration and troubleshooting.
• Familiarity with core ITSM modules, including Incident, Request, Problem, Change and Knowledge Management.
• Basic understanding of Flow Designer, workflows, Business Rules, Client Scripts and UI Policies.
• Strong analytical and troubleshooting skills, with the ability to handle technical issues systematically.
• Understanding of ITIL practices, incident handling and IT service management operations.
• Good communication and interpersonal skills to support end users and collaborate with technical teams.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA) certification.
• Basic knowledge of JavaScript and ServiceNow scripting.
• Experience supporting ServiceNow in a large-scale or enterprise environment.
• Familiarity with platform upgrades, testing, release processes and configuration enhancements.
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