Role Summary The ServiceNow Platform Support Contractor provides operational and technical support for the ServiceNow platform, ensuring platform stability, performance, and adherence to governance standards. This role focuses on incident resolution, request fulfillment, minor enhancements, and day-to-day platform maintenance across multiple modules.
Key Responsibilities
Platform health monitoring and stability support
System administration and configuration support
User access management and role troubleshooting
Performance monitoring and issue triage
Platform housekeeping and technical debt reduction
Support for platform standards, guardrails, and best practices
CBS resources will support planned and ad-hoc platform upgrades, including:
Family upgrades and patching (as per Client roadmap)
Upgrade impact analysis and test planning support
Execution support for upgrades in lower environments
Regression testing and issue remediation
Post-upgrade validation and defect fixing
Documentation of upgrade outcomes and known issues
Required Skills & Experience
3.1.20 Technical Skills
- Hands-on experience supporting ServiceNow platform (L2/L3)
- Solid knowledge of ServiceNow administration and configuration
- Experience with ITSM modules (Incident, Request, Change, Problem)
- Understanding of ServiceNow scripting fundamentals (JavaScript)
- Familiarity with Flow Designer, workflows, and integrations