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 applic

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