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.