[Remote] ServiceNow Support Engineer Role L2 & L3 Support

Note: The job is a remote job and is open to candidates in USA. Dice is the leading career destination for tech experts at every stage of their careers. They 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, focusing on data accuracy, system reliability, and continuous improvement.

Responsibilities

• 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)
• 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
• 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
• 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

Skills

• 10+ years of IT experience (ServiceNow-focused)
• Hands-on experience in: ServiceNow Discovery and CMDB
• Hands-on experience in: ServiceNow Integrations, including data flow troubleshooting
• Hands-on experience in: Transform Maps, Import Loads, and MID Server setup
• Strong analytical and troubleshooting skills
• Experience with ITIL processes and CMDB governance
• ServiceNow Administrator and/or Implementation Specialist certifications
• ITIL v3 or v4 Foundation certified
• Experience working in a remote, distributed team environment

Company Overview

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