Role: ServiceNow L2 Support Engineer

Experience: 4-8 Years

Location: Mumbai – Onsite / Remote

Job Type: Contract

Openings: 5 (1 Onsite + 4 Remote)

Work Hours: 9:00 AM – 6:00 PM IST, Monday to Friday

Support: On-call support for Priority 1 incidents as required

Notice Period: Immediate

About the Role

We are looking for experienced ServiceNow L2 Support Engineers to join our ServiceNow Managed Services team. The role will be responsible for platform administration, incident and service request support, troubleshooting, configuration, monitoring, and minor enhancements across the ServiceNow setting.

The position will work across ITSM, ITOM, HAM, CMDB, App Engine, integrations, workflows, reports and dashboards, while ensuring platform stability and adherence to established ServiceNow governance and change management practices.

Key Responsibilities

- Provide L2 operational and technical support for the ServiceNow platform.
- Monitor platform health, scheduled jobs, queues, integrations, logs and system performance.
- Troubleshoot ServiceNow incidents, service requests and production issues.
- Perform root cause analysis and identify permanent fixes for recurring issues.
- Administer users, groups, roles and access controls.
- Configure and maintain ServiceNow forms, fields, UI policies, client scripts, notifications and system configurations.
- Support ITSM functionality including catalog items, SLAs/OLAs, approvals, assignment rules and workflows.
- Support ITOM capabilities including Discovery, Event Management, MID Servers and CMDB-related activities.
- Support HAM data, asset lifecycle configuration and reconciliation with CMDB.
- Create and maintain ServiceNow catalog items and request fulfilment workflows.
- Support Flow Designer,



notifications and automation.
- Monitor and troubleshoot integrations and API transactions.
- Support Integration Hub, REST/SOAP integrations and MID Server-based integrations.
- Maintain and troubleshoot existing App Engine applications.
- Support reports, dashboards and Performance Analytics where applicable.
- Perform update set validation, deployment activities and post-deployment validation.
- Implement configuration changes and minor enhancements within the defined support scope.
- Support ServiceNow platform upgrades, patches and hotfix activities.
- Analyse platform logs and identify performance bottlenecks and configuration issues.
- Maintain technical documentation, operational procedures and knowledge articles.
- Participate in incident reviews, CAB activities and other operational meetings as required.
- Support Priority 1 incidents and provide extended/on-call support when required.
- Identify opportunities for automation, optimization and continuous improvement.

Required Skills

- Strong hands-on experience in ServiceNow platform administration and L2 support.
- Good understanding of ServiceNow ITSM processes and platform configuration.
- Working knowledge of ITOM, CMDB and HAM.
- Experience with ServiceNow workflows / Flow Designer.
- Experience with ServiceNow catalog configuration.
- Knowledge of ACLs, roles, groups and access management.
- Experience troubleshooting ServiceNow integrations and APIs.
- Understanding of update sets and ServiceNow deployment processes.
- Knowledge of ServiceNow reports and dashboards.
- Strong incident troubleshooting and problem-solving skills.
- Good understanding of ServiceNow best practices and change management.
- Relevant ServiceNow certifications are preferred/expected as applicable to the role.

📌 ServiceNowSupport Engineer (Davanagere)
🏢 Ignisov Consulting Services
📍 Davanagere