Senior ServiceNow Engineer – ITSM & Automation

Copeland; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

Copeland in Manila is seeking a ServiceNow Specialist to formulate and implement solutions for ServiceNow requirements, provide configuration and support including changes, incidents, and UAT.

You will gather requirements, perform gap analysis, configure workflows, and test thoroughly while coordinating with business units and vendors.

The role emphasizes incident and request management, ongoing maintenance, and strong ITIL/ServiceNow expertise.

Qualifications

• Graduate of a 4- or 5-year course, Computer Science or Computer Engineering.
• Certifications (ITIL v3, ServiceNow System Administration/Development) are a plus.
• Software development experience in Web, Mobile or Desktop for at least seven years.
• At least four years relevant experience in ServiceNow solution design and implementation.
• Four years experience in maintaining and supporting applications (Incident/Request/Esclation).
• Experience with web services integration (API, SOAP, REST, JSON, XML).
• Knowledge of IT service management and LDAP/MS Active Directory.

Responsibilities

• Requirement Gathering: Interview business process teams to capture detailed requirements.
• Gap Analysis: Compare requirements with current software to identify configurables.
• Configuration: Create/update settings and workflows to fulfill requirements.
• Testing: Perform thorough testing based on scenarios and validate fixes.
• Incident Management: Validate, troubleshoot, and resolve incidents; track status.
• Request Management: Analyze and implement requests; monitor SLA performance.
• Customer / Vendor Communication: Maintain regular contact to identify gaps and improvements.
• Additional Functions: Stay updated on ServiceNow trends; perform tasks as needed.

Skills

ServiceNow

Requirements gathering

Gap analysis

Configuration

Testing

API integration

Education

CS/CE degree

Tools

ITIL v3

ServiceNow Admin/Dev

Job description

Copeland in Manila is seeking a ServiceNow Specialist to formulate and implement solutions for ServiceNow requirements, provide configuration and support including changes, incidents, and UAT.

You will gather requirements, perform gap analysis, configure workflows, and test thoroughly while coordinating with business units and vendors.

The role emphasizes incident and request management, ongoing maintenance, and strong ITIL/ServiceNow expertise.