ServiceNow Tech Support

Job Title: ServiceNow Tech Support – L3 Support Location: 100% Remote Job type: 9 to 12 Months Contract

Note: Please do not share candidates with less than 12 years of experience. Only candidates with an Admin/Support background are required.

Work Schedule: Monday to Friday | 9:00 AM – 5:00 PM EST Evening Availability: Required on alternate Wednesdays for Production Validation after biweekly releases Hours: 40 hours/week

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 Loads, 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