ServiceNow Production Support Engineer -W2 Contract

Overview

On Site
$40 - $50
Contract - Independent
Contract - W2
Contract - 12 Month(s)

Skills

Continuous Improvement
Change Management
Communication
Conflict Resolution
Database
Agile
Analytical Skill
Application Support
Business Continuity Planning
LDAP
IT Service Management
IaaS
Interfaces
JavaScript
Knowledge Base
Management
Collaboration
Debugging
DevOps
SSO
SaaS
Scripting
Servers
Release Management
Root Cause Analysis
SAP GRC
SOAP
SQL
ServiceNow
Problem Solving
Process Improvement
Production Support
ROOT
SAML
Documentation
IT Operations
ITIL
Migration
Performance Tuning
Python
Shell
Technical Support
Unix
Workflow

Job Details

ServiceNow Production Support
Objective
The Production Support Analyst for ServiceNow will be responsible for ensuring the ongoing operational health, performance, and availability of the ServiceNow platform and related integrations. They will handle incidents, service requests, changes, and perform monitoring, root-cause analysis, and continuous improvement to maintain business continuity and user satisfaction.
Key Responsibilities
  • Provide 2nd-level (and possibly 3rd-level) production support for the ServiceNow instance including modules like ITSM, ITOM, HRSD, CSM, or GRC as relevant.
  • Monitor system health, scheduled jobs, MID-servers (if applicable), interfaces, integrations, and respond to alerts/incidents in accordance with SLAs.
  • Receive, triage, investigate, and resolve production incidents and service requests related to ServiceNow, applying ITIL principles (Incident, Problem, Change, Release management).
  • Perform root cause analysis for recurring issues, document findings, propose and implement corrective/preventive actions.
  • Support deployments, upgrades, patching, and configuration changes in the ServiceNow environment (following Change Management process).
  • Manage update sets, import sets, environment migrations (Dev Test Prod) for minor enhancements or defect fixes.
  • Collaborate with Developers, Architects, Infrastructure teams, Security, and the Business to resolve issues, coordinate releases, and ensure platform stability.
  • Maintain detailed documentation of support activities: run-books, troubleshooting guides, knowledge base articles, incident post-mortems.
  • Provide user support and guidance (admin / power-users) around ServiceNow best practices, configuration, and workflows.
  • Proactively identify opportunities for automation, process improvement, performance tuning of the ServiceNow platform and integrations.
  • Participate in after-hours/on-call rotations / weekend support as required by the production environment.
Desired Skills & Qualifications
  • Bachelor s degree in Computer Science, Information Technology, or a related field or equivalent experience.
  • Minimum 5 years of hands-on experience in production support / application support roles for enterprise applications (especially large scale). (For senior level may require 7+ years)
  • At least 3-5 years specific experience with ServiceNow platform support, administration or operations.
  • Strong knowledge of ServiceNow modules (e.g., ITSM: Incident, Problem, Change, Service Catalog; or relevant modules used).
  • Proficiency in ServiceNow scripting (JavaScript, GlideScript), knowledge of ServiceNow architecture, update sets, configuration, ACLs, workflows.
  • Experience with integrations (REST, SOAP, MID-Server, LDAP/SAML/SSO) and debugging integration issues in ServiceNow ecosystem.
  • Solid understanding of ITIL framework and how ServiceNow implements ITSM/ITOM processes.
  • Proven experience managing upgrades/patches in ServiceNow, troubleshooting post-upgrade issues.
  • Excellent analytical, problem-solving and root-cause investigation skills.
  • Strong verbal and written communication skills, able to engage with technical teams and business stakeholders.
  • Ability to work in a fast-paced environment, manage multiple priorities, work under pressure and deliver within SLAs.
  • Willingness to participate in on-call rotation, out-of-hours support, production incident escalations.
Preferred / Nice-to-Have
  • ServiceNow Certified System Administrator (CSA) or other ServiceNow certifications.
  • ServiceNow Certified Implementation Specialist (CIS) in relevant module (ITSM, ITOM, etc).
  • Experience in a large enterprise environment (5000+ users or multi-instance).
  • Experience with cloud infrastructure, SaaS operations, monitoring tools, performance tuning.
  • Experience with scripting outside ServiceNow (e.g., Python, Unix shell), database skills (SQL) for troubleshooting.
  • Familiarity with change and release management in Agile/DevOps culture.
  • Experience supporting cross-geography production environments and global service desks.
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