Provide Level 3 support for Service Now platform issues, including incidents and problem management. Perform advanced troubleshooting and root cause analysis for Service Now 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 Service Now Playbooks and Flows to support business processes. Develop and modify scripts (Business Rules, Client Scripts, Script Includes) as required. Work with Service Now 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 Service Now fundamentals and architecture Service Now ITSM Service Now CSM Playbooks Flows / Flow Designer Scripting (Java Script in Service Now context) Tables and data schema Experience supporting Service Now 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 Service Now certifications (CSA, CIS-ITSM, CIS-CSM) Experience with Service Now integrations and APIs Experience in large enterprise environments 3-6 years of Service Now support or development experience Prior experience in an L3 support role preferred

📌 ServiceNowSupport Engineer (Tlalnepantla de Baz)
🏢 Ntt Data
📍 Tlalnepantla de Baz