Overview
Remote
Depends on Experience
Contract - W2
Contract - 12 Month(s)
Skills
Analytical Skill
Auditing
Configuration Management Database
Continuous Improvement
Continuous Integration
Data Flow
Data Link Layer
Documentation
FOCUS
ITIL
Network Layer
Recruiting
Regulatory Compliance
Reliability Engineering
SOAP
Servers
ServiceNow
Technical Support
Testing
Virtual Team
Job Details
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
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