ServiceNow - Support Tier-2

Job Description:

Were looking for a Tier-2 Support Staff member with solid ServiceNow knowledge to provide intermediate technical support and issue resolution for the platform and related services.

Key Responsibilities:

• Troubleshoot and resolve moderate to complex issues in ServiceNow.

• investigate and resolve complex technical issues escalated from support teams.

• Perform root cause analysis and permanent fix implementation for recurring issues.

• Collaborate with ServiceNow developers and administrators to implement enhancements and patches.

• Create and maintain documentation including technical solutions and runbooks.

• Optimize platform performance workflows and automations.

• Support integrations with external systems (via REST SOAP MID Servers etc.).

• Participate in change management and release processes.

• Monitor platform health and handle system alerts or service degradations.

• Work with cross-functional teams to maintain platform stability and user satisfaction.

• Document solutions and create knowledge base articles.

• Monitor system alerts and take appropriate actions.

• Support incident request problem and change management workflows.

Required Skills:

• 2 years of hands-on experience in ServiceNow platform support or development.

• Deep understanding of ServiceNow modules such as Incident Problem Change CMDB and Knowledge.

• Strong experience with ServiceNow scripting (Business Rules Client Scripts Script Includes etc.).

• Familiarity with integrations using REST/SOAP APIs and MID Server configurations.

• Excellent troubleshooting and analytical skills.

• Solid understanding of ITIL processes..

• Analytical mindset with problem-solving skills.

• Effective communication and documentation capabilities.

At DXC Technology we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing productivity individual work styles and life circumstances. Were committed to fostering an inclusive environment where everyone can thrive.

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