ServiceNow Production Support Engineer II

JPMorganChase; Bournemouth; On-site; GBP 60,000 - 90,000; Full time

Job summary

JPMorgan Chase is seeking a ServiceNow Technology Support II professional to ensure operational stability of production flows. You will troubleshoot, maintain, and optimize ServiceNow configurations and integrations, while collaborating with product owners and developers to implement enhancements.

Responsibilities include monitoring environments with Splunk, Grafana, and APICA, scripting in JavaScript, and driving standard operating procedures for the team. Weekend on-call rotation is required.

Qualifications

• Experience or equivalent expertise troubleshooting, resolving, 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.
• Experience with production management and monitoring tools (e.g., Splunk, Grafana, APICA).
• Ability to prioritize and manage workload, communicate issues clearly, and take ownership of assigned tasks.
• Strong analytical and problem-solving skills.

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

ServiceNow

JavaScript

ITIL

APIs

Troubleshooting

Observability

On-call

Tools

Splunk

Grafana

APICA

Job description

JPMorgan Chase is seeking a ServiceNow Technology Support II professional to ensure operational stability of production flows. You will troubleshoot, maintain, and optimize ServiceNow configurations and integrations, while collaborating with product owners and developers to implement enhancements.

Responsibilities include monitoring environments with Splunk, Grafana, and APICA, scripting in JavaScript, and driving standard operating procedures for the team. Weekend on-call rotation is required.