ServiceNow Run Lead (L2/L3 Support)

Job description

ABOUT THE JOB

• Perform day-to-day monitoring of the ServiceNow platform to ensure system stability, performance, and end-user satisfaction.


• Handle and resolve medium to high-complexity incidents and service requests related to ServiceNow escalated from L1/help desk support.


• Investigate recurring issues, perform root cause analysis, and implement corrective actions to prevent future incidents or outages.


• Provide advanced user support for configuration issues, workflow problems, access-related concerns, and platform usage questions.


• Apply configuration changes, update sets, and minor customizations under proper change control processes.


• Develop, maintain, and enhance ServiceNow workflows, business rules, UI policies, cli...