ServiceNow Support Engineer - Service & Change Management

Job Purpose

To provide technical and functional support for the ServiceNow platform, with a focus on Service Management and Change Management processes. The role will ensure the stability, availability, and continuous improvement of ServiceNow services while supporting ITSM operations within a banking environment.

Key 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.

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.