ServiceNow Technology Support II - Production Support

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

Job Description

Propel operational success with your expertise in technology support and a commitment to continuous improvement.

As a ServiceNow Technology Support II team member in Corporate Technology, you will ensure the operational stability, availability, and performance of our production application flows. Encourage a culture of continuous improvement as you troubleshoot, maintain, identify, elevate, and resolve production service interruptions for all internally and externally developed systems, leading to a seamless user experience.

Job 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 (e.g., Splunk, Grafana, APICA), 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 (JavaScript, GlideScript), 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.

Required Qualifications, Capabilities, And Skills

• 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.

Preferred Qualifications, Capabilities, And Skills

• ServiceNow Certified System Administrator or other ServiceNow certifications.
• Experience with automation scripting and workflow development in ServiceNow.
• Leveraged MCP servers and AI technologies to optimize operational processes.
• Knowledge of Agile development methodologies.
• Effective verbal and written communication skills.
• Strong improvement mindset and commitment to continuous learning.

ABOUT US

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

About The Team

Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.