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ServiceNow Tech Support - L2 & L3 Support

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Job Title: ServiceNow Tech Support - L2 & L3 Support

Location: 100% Remote

Job type: 9 to 12 Months Contract (Possibility for extension/Conversion)

Job Summary:

We are hiring two ServiceNow Technical Support Engineers (L2 & L3) to deliver advanced technical and operational support for Discovery, CMDB, and Integrations within the ServiceNow platform. These roles will involve a blend of day-to-day support and project-based work with a focus on data accuracy, system reliability, and continuous improvement.

Key Responsibilities:

Discovery Support

  • Monitor and maintain the ServiceNow Discovery tool
  • Investigate and resolve Discovery-related issues and errors
  • Maintain and optimize Discovery schedules and credentials
  • Perform non-prod testing and production validation after biweekly releases (including evening hours on alternate Wednesdays)
CMDB Management
  • Maintain CMDB Health by resolving duplicates, orphans, and compliance issues
  • Regularly audit CMDB data for inconsistencies, stale data, or misconfigurations
  • Collaborate with CI Class Owners to improve data accuracy and governance
  • Identify and recommend improvements for CMDB processes and work with the Platform Team for implementation
Integration & Platform Support
  • Provide technical support for ServiceNow integrations (REST/SOAP APIs, MID Servers)
  • Understand data flows, transform maps, and import sets
  • Work closely with the Platform Team on integration updates and enhancements
General Support & Collaboration
  • Provide L2 and L3 support for ServiceNow incidents and service requests
  • Participate in ServiceNow enhancement and upgrade projects
  • Maintain documentation of issues, fixes, and technical workflows
Required Experience & Skills:
  • 10+ years of IT experience (ServiceNow-focused)
  • Hands-on experience in:
    • ServiceNow Discovery and CMDB
    • ServiceNow Integrations, including data flow troubleshooting
    • Transform Maps, Import Lo, and MID Server setup
  • Strong analytical and troubleshooting skills
  • Experience with ITIL processes and CMDB governance
Preferred Qualifications:
  • ServiceNow Administrator and/or Implementation Specialist certifications
  • ITIL v3 or v4 Foundation certified
  • Experience working in a remote, distributed team environment
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