Senior ServiceNow Application Support

Xurpas Inc; Taguig; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Xurpas Inc in Metro Manila is seeking an Application Support Engineer to monitor and resolve issues across critical systems, focusing on ServiceNow components. The role emphasizes incident, problem, and change management within ITSM, with hands-on scripting and automation to improve efficiency.

You will collaborate with multiple teams, provide practical solutions, mentor peers, and proactively identify risks to prevent service disruptions. Exceptional communication and teamwork are essential.

Qualifications

• 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.

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

Skills

IT service management

Incident management

Problem management

Change management

Root cause analysis

Troubleshooting

Automation scripting (ServiceNow)

Tools

ServiceNow

Job description

About the role

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

About you

• 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