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Job Title: ServiceNow Tech Support - L2 & L3 Support
Location: 100% Remote
Job type: 9 to 12 Months Contract (Possibility for extension/Conversion)
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
