Senior ServiceNow Engineer — ITSM Lead & Problem Solver

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

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.