Service Now Support Engineer

Siro Clinpharm; Hyderabad, Delhi, New Delhi; Hybrid; INR 2,500,000 - 3,600,000; Full time

Job summary

Siro Clinpharm is seeking an experienced ServiceNow ITSM L3 Support Engineer to join our Hyderabad/Delhi team. The role focuses on production support, incident resolution, RCA, upgrades, and platform enhancements within ITIL-aligned governance.

The candidate will handle core ITSM modules, integrations, and automation, while collaborating with cross-functional teams to ensure stable, scalable platform performance.

Qualifications

• 6-10 years of experience in ServiceNow ITSM and platform support.

Responsibilities

• Provide L3 production support for ServiceNow ITSM applications.
• Troubleshoot complex issues and perform Root Cause Analysis (RCA).
• Administer core ITSM modules: Incident, Problem, Change, Knowledge, Request Fulfillment, Service Catalog.
• Manage ServiceNow instances, users, roles, ACLs, and security configurations.
• Develop and maintain workflows, automation, and platform enhancements.
• Work with Business Rules, Script Includes, Client Scripts, UI Policies, and UI Actions.
• Integrations using REST, SOAP, MID Server, LDAP, and Azure AD.
• Configure Flow Designer, Workflow Editor, and IntegrationHub.
• Manage platform upgrades, patches, releases, and health checks.
• Collaborate with developers, architects, and stakeholders; ensure ITIL governance.

Skills

ServiceNow ITSM

L3 production support

Root Cause Analysis

Workflows & Automation

Integrations

Tools

REST

SOAP

MID Server

LDAP

Azure AD

Flow Designer

IntegrationHub

Job description

Greetings!

Hiring for TCS Cilent !

Position: ServiceNow ITSM L3 Support Engineer

Experience: 6-10 Years

Location : Hyderabad/ Delhi

Role Overview:

We are looking for an experienced ServiceNow ITSM L3 Support Engineer with strong expertise in ServiceNow ITSM administration, troubleshooting, platform support, workflow automation, integrations, and scripting.

The candidate will be responsible for providing L3 support, resolving complex platform issues, performing root cause analysis, managing upgrades and patching activities, and implementing platform enhancements while ensuring compliance with ITIL and organizational governance standards.

Key Responsibilities

• Provide L3 production support for ServiceNow ITSM applications and platform-related issues.
• Troubleshoot complex ServiceNow issues and perform detailed Root Cause Analysis (RCA).
• Administer and support core ITSM modules including:
  • Incident Management
  • Problem Management
  • Change Management
  • Knowledge Management
  • Request Fulfillment
  • Service Catalog
• Manage ServiceNow instances, users, groups, roles, ACLs, and security configurations.
• Develop and maintain workflows, automation, and platform enhancements.
• Work with Business Rules, Script Includes, Client Scripts, UI Policies, and UI Actions.
• Develop and maintain integrations using REST, SOAP, MID Server, LDAP, and Azure AD.
• Configure and maintain Flow Designer, Workflow Editor, and IntegrationHub.
• Manage ServiceNow platform upgrades, patches, releases, and periodic platform reviews.
• Perform platform health, performance, and operational stability monitoring.
• Manage update sets, instance administration, and deployment activities.
• Collaborate with developers, architects, infrastructure teams, and business stakeholders to resolve complex issues.
• Ensure adherence to ITIL processes, change management, and organizational governance standards.
• Create and maintain technical documentation, knowledge articles, SOPs, and operational runbooks.
• Support dashboards, reports, and Performance Analytics requirements.
• Participate in Agile/DevOps processes and continuous service improvement initiatives.