ServiceNow Support Lead

Xurpas Incorporated; Philippines; On-site; PHP 400,000 - 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 collaborating with cross-functional teams to maintain stability and drive continuous improvement.

The role emphasizes hands-on incident, problem, and change management using ServiceNow, with a focus on automation and effective

Qualifications

• 5+ years of experience with ServiceNow ITSM and CSDM
• Strong understanding of IT service management principles and workflows
• Experience in incident, problem, and change management processes in ServiceNow
• Ability to customize and configure ServiceNow modules to meet business requirements
• Familiarity with scripting and automation in ServiceNow to improve operational efficiency
• Proven troubleshooting and root-cause analysis skills

Responsibilities

• Act as SME, collaborate with the team to perform and guide decisions.
• Coordinate with multiple teams to resolve issues and maintain service quality.
• Monitor system health and proactively identify risks to prevent disruptions.
• Provide solutions to problems for their immediate team and across teams.
• Mentor and share knowledge within the team to enhance expertise.

Skills

ServiceNow

ITSM

CSDM

Incident management

Problem management

Change management

Automation scripting

Root cause analysis

Troubleshooting

Job description

Summary

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.

Roles & 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.

Professional & Technical Skills

• Must have 5 - 8+ YEARS in ServiceNow
• Must have experience in ServiceNow ITSM – CSDM
• 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.