Provide Level 3 support for ServiceNow platform issues, including incidents and problem management. Perform advanced troubleshooting and root cause analysis for ServiceNow applications and integrations. Perform root cause analysis (RCA) and provide permanent fixes for recurring issues Support and enhance ITSM and CSM modules, ensuring platform stability and performance. Create, maintain, and optimize ServiceNow Playbooks and Flows to support business processes. Develop and modify scripts (Business Rules, Client Scripts, Script Includes) as required. Work with ServiceNow tables, data models, and relationships to support reporting and platform enhancements. Support Knowledge Management, including creation, review, and optimization of knowledge articles. Collaborate with L1/L2 support, developers, and business stakeholders to resolve issues and implement improvements. Follow ITIL best practices for incident, problem, and change management. Document solutions, fixes,



and operational procedures for future reference. Support platform upgrades, patches, and testing activities. Strong understanding of ServiceNow fundamentals and architecture ServiceNow ITSM ServiceNow CSM Playbooks Flows / Flow Designer Scripting (JavaScript in ServiceNow context) Tables and data schema Experience supporting ServiceNow in a production environment Solid understanding of ITIL / ITSM processes Ability to analyze complex issues and provide sustainable solutions Good communication skills and ability to work with cross-functional teams ServiceNow certifications (CSA, CIS-ITSM, CIS-CSM) Experience with ServiceNow integrations and APIs Experience in large enterprise environments 3-6 years of ServiceNow support or development experience Prior experience in an L3 support role preferred

📌 ServicenowSupport Engineer (Guadalajara)
🏢 Ntt Data
📍 Guadalajara