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Tier-1 brand, metro location, and mid-level experience raise applicant density despite niche ServiceNow specialization.
Role requires ServiceNow-specific platform expertise and certifications, limiting transferability across industries.
Explicit 5-6 years ServiceNow experience, L3 support and specific platform skills increase shortlisting rigidity.
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Provide L3 production support and troubleshoot complex issues on the ServiceNow platform including ITSM, HRSD, integrations, workflows, and configurations.
Manage escalated incidents through full resolution lifecycle: investigation, root-cause analysis, solution implementation, validation, and post-resolution support.
Communicate status and technical updates to customers and internal teams, contribute to operational stability by documenting solutions and mentoring junior members.
Bachelor of Engineering or Bachelor of Technology degree.
5-6 years of hands-on experience in ServiceNow development, configuration, implementation, and production support.
Experience supporting ServiceNow ITSM and HRSD modules and providing L3 support for escalated incidents.
Experience with Flow Designer, Business Rules, Script Includes, Client Scripts, integrations, and platform configurations; ServiceNow Certified System Administrator certification.
Experienced in managing and resolving complex, escalated incidents with strong troubleshooting and root-cause analysis skills in ServiceNow environments.
Comfortable working in a collaborative support team with customers, product teams, and senior developers to maintain platform stability and improve support practices.
Able to mentor junior team members and contribute to knowledge sharing and process improvements within the support organization.