ServiceNow Team Lead

Xurpas, Inc.; Taguig; On-site; PHP 500,000 - 900,000; Full time

Job summary

Xurpas, Inc. in Taguig, Philippines, is seeking an Application Support Engineer to investigate and resolve issues across critical business systems. You will monitor performance, identify root causes, and ensure smooth operation of software components, collaborating with teams to maintain stability.

This role emphasizes problem management, incident handling, and continuous improvement, with hands-on ServiceNow expertise and a proactive approach to minimize service disruptions.

Qualifications

• Expert proficiency in ServiceNow platform and modules.
• Strong understanding of IT service management workflows.
• Experience with incident, problem, and change management.
• Ability to customize and configure ServiceNow to meet business needs.
• Proficient in troubleshooting and root-cause analysis.

Responsibilities

• Be SME and lead the team to perform.
• Coordinate with stakeholders for timely issue resolution.
• Engage with multiple teams on key decisions.
• Provide cross-team solutions and knowledge sharing mentoring.
• Monitor system health and identify risks to prevent disruptions.

Skills

ServiceNow expert

ITSM knowledge

Incident management

Problem management

Change management

Troubleshooting

ServiceNow scripting

Tools

ServiceNow

Job description

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.

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:

• Expert proficiency 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.