Job Purpose
To provide technical and functional support for the ServiceNow platform, with a focus on Service Management and Change Management processes. The role will ensure the stability, availability, and continuous improvement of ServiceNow services while supporting ITSM operations within a banking environment.
Key Responsibilities
- Provide L2/L3 support for ServiceNow, including incident, problem, request, and change management processes.
- Administer and support ServiceNow ITSM modules, ensuring reliable and efficient day-to-day operations.
- Manage and support Change Management workflows, approvals, change scheduling, risk assessment, and implementation processes.
- Troubleshoot and resolve ServiceNow incidents, defects, workflow issues, and integration-related problems.
- Monitor ServiceNow platform performance and identify recurring issues or opportunities for improvement.
- Configure and maintain ServiceNow forms, workflows, business rules, notifications, SLAs, and user access based on approved requirements.
- Support Change Advisory Board (CAB) activities and ensure changes follow established governance and approval procedures.
- Work closely with IT Operations, Infrastructure, Application Support, Development, and other technology teams to resolve ServiceNow-related issues.
- Support integrations between ServiceNow and other enterprise systems and coordinate troubleshooting with relevant technical teams.
- Perform root cause analysis for recurring incidents and implement corrective and preventive actions.
- Prepare operational reports and dashboards related to incidents, requests, changes, SLAs, and service performance.
- Ensure ServiceNow processes and configurations align with ITSM best practices, internal controls, and banking policies.
- Participate in ServiceNow upgrades, releases, enhancements, testing, and deployment activities.
- Maintain technical documentation, knowledge articles, support procedures, and configuration records.
- Ensure compliance with information security, audit, risk, and regulatory requirements applicable to the banking environment.
- Participate in 24/7 support and on-call activities, when required.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- 4–7 years of experience in ServiceNow administration, support, or ITSM platform operations.
- Hands-on experience with ServiceNow ITSM, particularly Incident, Problem, Request, and Change Management.
- Strong understanding of ITIL processes and IT Service Management practices.
- Practical experience supporting Change Management and CAB processes.
- Previous experience working in a banking or financial services environment is required.
- Experience with ServiceNow configuration, workflows, business rules, SLAs, notifications, and access management.
- Good understanding of ServiceNow integrations and APIs.
- Experience with ServiceNow upgrades, releases, testing, and production support.
- Strong troubleshooting, problem-solving, and root cause analysis skills.
- Good understanding of IT governance, risk, compliance, and change control within regulated environments.
- ServiceNow Certified System Administrator (CSA) is preferred; ITIL certification is an advantage.
- Strong communication and stakeholder management skills.