**Req ID**: ******
We are currently seeking a ServiceNow L3 Support Engineer to join our team in Guadalajara, Jalisco (MX-JAL), Mexico (MX).
**Job Summary**
**Key Responsibilities**
- Provide **Level 3 support** for ServiceNow platform issues, including incidents and problem management.
- 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.
**Required Skills & Qualifications**
- Strong understanding of **ServiceNow fundamentals and architecture**:
- Hands-on experience with:
- **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
**Preferred Qualifications**
- ServiceNow certifications (CSA, CIS-ITSM, CIS-CSM)
- Experience with ServiceNow integrations and APIs
- Experience in large enterprise environments
**Experience**
- **3-6 years** of ServiceNow support or development experience
- Prior experience in an **L3 support role** preferred
LI-LATAM
**About NTT DATA

📌 ServicenowSupport Engineer (Guadalajara)
🏢 Ntt Data
📍 Guadalajara