ServiceNow Application Support Engineer( L2

2 days ago

Hyderabad, Telangana, India Miraki Tech Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Job Purpose

We are hiring a ServiceNow Support Engineer (L2/L3) to manage advanced technical support, resolve escalations, and ensure the stability and performance of the ServiceNow platform. The role includes handling complex incidents, driving RCA, and implementing platform enhancements and integrations.

Roles & Responsibilities

  • Provide L2/L3 support for ServiceNow, resolving escalated incidents and service requests.
  • Troubleshoot complex platform issues, performance problems, data errors, and integration failures.
  • Lead major incident resolution and contribute to Root Cause Analysis (RCA).
  • Configure and enhance ServiceNow modules (UI policies, scripts, business rules, workflows).
  • Develop advanced customizations and support integrations (REST/SOAP APIs, MID Server).
  • Perform platform maintenance, health checks, tuning, and support upgrades/patches.
  • Create technical documentation, SOPs, and knowledge articles.
  • Mentor L1/L2 teams and collaborate with architecture/development teams for platform improvements.
  • Drive automation and proactive monitoring to reduce recurring issues.

Qualifications

  • Bachelors degree in IT/Computer Science.
  • 3+years of ServiceNow support experience.
  • ServiceNow CSA required; CIS/CAD preferred.
  • ITIL Foundation/ITIL V4 is a plus.

Skills

  • Strong knowledge of ITSM modules (Incident, Problem, Change, Service Catalog, CMDB).
  • Proficient in JavaScript, Glide APIs, and platform scripting.
  • Experience with REST/SOAP integrations and MID Server.
  • Good analytical, troubleshooting, and communication skills.
  • Ability to lead incident calls and guide junior engineers.

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