ServiceNow Production Support Engineer II

JPMorgan Chase & Co.; Bournemouth; On-site; GBP 55,000 - 75,000; Full time

Job summary

JPMorgan Chase & Co. in Bournemouth is seeking a ServiceNow Technology Support II to ensure production stability, troubleshoot interruptions, and optimize performance across internal and external systems.

The role involves monitoring environments with Splunk, Grafana, and APICA, implementing best practices, collaborating with product owners and developers, and participating in on-call weekend support to drive continuous improvement.

Qualifications

• Experience troubleshooting and maintaining information technology services.
• Strong knowledge of ServiceNow platform architecture, modules, and administration.
• Experience with ServiceNow integrations, APIs, and web services.
• Proficiency in ServiceNow scripting languages (JavaScript, Glide API) and web development frameworks.
• Familiarity with ITIL processes and ServiceNow ITSM workflows.

Responsibilities

• Provide day-to-day operational support for ServiceNow production instances, ensuring high availability and reliability.
• Analyze, troubleshoot, and resolve issues within ServiceNow application flows and integrations, supporting business-critical operations.
• Install, upgrade, and manage APIs and integrations between ServiceNow and other enterprise systems.
• Monitor ServiceNow environments for anomalies using observability tools, and proactively address issues.
• Apply ServiceNow best practices to optimize performance, configuration, and workflow automation.
• Collaborate with product owners, developers, and support teams to implement enhancements and resolve critical application issues.
• Troubleshoot complex ServiceNow code issues, including scripting, and provide effective solutions.
• Automate monitoring, maintenance, and operational tasks within ServiceNow and related systems.
• Develop, document, and promote standard operating procedures for ServiceNow support and administration.
• Interface with internal customers to gather requirements, advise on ServiceNow best practices, and validate new implementations.
• Participate in on-call rotation for weekend support.

Skills

Troubleshooting

Analytical thinking

Ownership

Communication

ITIL familiarity

JavaScript

Problem solving

Tools

ServiceNow

Splunk

Grafana

APICA

Job description

JPMorgan Chase & Co. in Bournemouth is seeking a ServiceNow Technology Support II to ensure production stability, troubleshoot interruptions, and optimize performance across internal and external systems.

The role involves monitoring environments with Splunk, Grafana, and APICA, implementing best practices, collaborating with product owners and developers, and participating in on-call weekend support to drive continuous improvement.