ServiceNow Tech Support

Job Title: ServiceNow Tech Support L3 Support

Location: 100% Remote

Job type: 9 to 12 Months Contract



Note: Please do not share candidates with less than 12 years of experience. Only candidates with an Admin/Support background are required.



Work Schedule: Monday to Friday | 9:00 AM 5:00 PM EST

Evening Availability: Required on alternate Wednesdays for Production Validation after biweekly releases

Hours: 40 hours/week



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

Preferred Qualifications:

• ServiceNow Administrator and/or Implementation Specialist certifications


• ITIL v3 or v4 Foundation certified


• Experience working in a remote, distributed team environment