ServiceNow Support Engineer - Service & Change Management

About the role

Requirements

• - Bachelor’s degree in Computer Science, Information Technology, or a 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 working in a banking or financial services environment is required.
• - 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 within regulated environments.
• - ServiceNow Certified System Administrator (CSA) is preferred; ITIL certification is an advantage.
• - Strong communication and stakeholder management skills.

Responsibilities

• - Provide L2/L3 support for ServiceNow, including incident, problem, request, and change management processes.
• - Administer and support ServiceNow ITSM modules, ensuring reliable and efficient day-to-day operations.
• - Manage and support Change Management workflows, approvals, change scheduling, risk assessment, and implementation processes.
• - Troubleshoot and resolve ServiceNow incidents, defects, workflow issues, and integration-related problems.
• - Monitor ServiceNow platform performance and identify recurring issues or opportunities for improvement.
• - Configure and maintain ServiceNow forms, workflows, business rules, notifications, SLAs, and user access based on approved requirements.
• - Support Change Advisory Board (CAB) activities and ensure changes follow established governance and approval procedures.
• - Work closely with IT Operations, Infrastructure, Application Support, Development, and other technology teams to resolve ServiceNow-related issues.
• - Support integrations between ServiceNow and other enterprise systems and coordinate troubleshooting with relevant technical teams.
• - Perform root cause analysis for recurring incidents and implement corrective and preventive actions.
• - Prepare operational reports and dashboards related to incidents, requests, changes, SLAs, and service performance.
• - Ensure ServiceNow processes and configurations align with ITSM best practices, internal controls, and banking policies.
• - Participate in ServiceNow upgrades, releases, enhancements, testing, and deployment activities.
• - Maintain technical documentation, knowledge articles, support procedures, and configuration records.
• - Ensure compliance with information security, audit, risk, and regulatory requirements applicable to the banking environment.
• - Participate in 24/7 support and on-call activities, when required.

Skills

• ServiceNow ITSM
• Incident Management
• Problem Management
• Change Management
• CAB processes
• ITIL
• ServiceNow configurations
• Workflows
• Business Rules
• SLAs
• Integrations and APIs
• ServiceNow upgrades
• Troubleshooting
• Root Cause Analysis
• BankingIT governance and compliance