Senior ServiceNow Application Support

Xurpas Incorporated; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Xurpas Incorporated is seeking an experienced Application Support Engineer to investigate and resolve issues across critical business systems. You will monitor system performance, identify root causes, and ensure smooth operation of software components while interacting with multiple teams to maintain stability.

The role emphasizes SME-level support, collaboration on key decisions, and proactive problem resolution to sustain high service quality across the organization.

Qualifications

• 5–8+ years of hands-on experience in ServiceNow.
• Strong knowledge of IT service management principles and workflows.
• Experience in incident, problem, and change management within ServiceNow.
• Ability to customize and configure ServiceNow modules to meet business requirements.
• Familiarity with scripting and automation in ServiceNow to boost efficiency.
• Excellent troubleshooting and root cause analysis skills.

Responsibilities

• Act as SME and lead and coordinate team activities.
• Make decisions and guide multi-team initiatives.
• Collaborate with stakeholders to resolve issues promptly and maintain service quality.
• Mentor team members and promote knowledge sharing.
• Monitor system health and proactively identify risks to prevent disruptions.

Skills

Troubleshooting

Root Cause Analysis

Incident Management

Problem Management

Change Management

Tools

ServiceNow

ServiceNow Customization

Job description

Role Overview

As an Application Support Engineer, you will spend your day investigating and resolving issues

across various critical business systems. Your role involves monitoring system performance,

identifying root causes of problems, and ensuring smooth operation of software components.

You will interact with different teams to maintain system stability and contribute to continuous

improvement efforts, ensuring that business processes are supported effectively and efficiently.



Key Responsibilities:

● Expected to be an SME, collaborate and manage the team to perform.

● Responsible for team decisions.

● Engage with multiple teams and contribute on key decisions.

● Provide solutions to problems for their immediate team and across multiple teams.

● Coordinate with stakeholders to ensure timely resolution of issues and maintain service

quality.

● Facilitate knowledge sharing and mentoring within the team to enhance overall

expertise.

● Monitor system health and proactively identify potential risks to prevent service

disruptions.



Qualifications & Skills

● Must have 5 to 8+ years of experience in ServiceNow

● Strong understanding of IT service management principles and workflows.

● Experience in incident, problem, and change management processes within

ServiceNow.

● Ability to customize and configure ServiceNow modules to meet business requirements.

● Familiarity with scripting and automation capabilities in ServiceNow to improve

operational efficiency.

● Solid skills in troubleshooting and root cause analysis of software issues.