Application Automation Support (ServiceNow)

Recruit Express Pte Ltd; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Recruit Express Pte Ltd invites applications for an experienced Application Support Manager / L2 lead. The role oversees a portfolio of business applications, ensuring availability, incident resolution, and adherence to SLAs while driving L2-to-L1 automation and knowledge management.

You will define roadmaps for chatbots and a knowledge catalogue, govern escalation rules, manage vendors and budgets, and report on shift-left metrics to senior management. Singaporean clearance is required.

Qualifications

• Degree in Information Technology, Computer Science, or a related field.
• 6–10 years of experience in application support or IT service management, with at least 2 years in a lead or managerial capacity.
• Proven track record delivering support automation, chatbots, or virtual agents.

Responsibilities

• Own the support function for the organisation's portfolio of business applications, ensuring availability and resolution within SLAs.
• Escalation point for L2 issues; engage vendors and internal teams as needed.
• Manage application administration activities: user access, patching, release support, and health monitoring.
• Coordinate remediation of VAPT findings with vendors, infrastructure, and security teams.
• Oversee enhancements, upgrades, and UAT cycles with stakeholders and vendors.
• Ensure disciplined use of ITSM platform and report service performance.

Skills

IT service management

Stakeholder management

Automation mindset

Education

Degree in Information Technology or Computer Science

Tools

ServiceNow

Jira Service Management

Freshservice

Power Automate

Python

SQL

Job description

1.Application Support Management (BAU / L2)

• Own the support function for the organisation's portfolio of business applications, ensuring availability, stability, and resolution of incidents and service requests within agreed SLAs.
• Serve as the L2 escalation point: investigate, diagnose, and resolve issues beyond the L1 agent's capability, engaging vendors and internal teams as needed.
• Manage application administration activities: user access, configuration, patching coordination, release support, and health monitoring.
• Coordinate and drive timely remediation of VAPT (Vulnerability Assessment and Penetration Testing) findings for supported applications, working with vendors, infrastructure, and security teams, and tracking closure to agreed deadlines.
• Oversee application enhancements, upgrades, and UAT cycles, including coordination with business stakeholders and vendors.
• Ensure disciplined use of the ITSM platform for incident, problem, and change management, and produce regular service performance reporting for management.

2.L1 AI Support Agent — Strategy & Delivery

• Define the roadmap for and deliver an L1 support agent (virtual agent / chatbot) that resolves common application issues by referencing curated knowledge catalogues.
• Establish and govern the knowledge catalogue framework: structured troubleshooting guides, FAQs, resolution scripts, and decision trees consumable by the agent.
• Define the agent's scope, escalation rules, and handover paths from L1 (agent) to L2 (human), ensuring a seamless user experience.
• Own agent performance management: deflection rate, first-contact resolution, escalation quality, and user satisfaction; drive tuning of content, prompts, and workflows.
• Manage vendors, platforms, and budget associated with the agent solution.

3.Continuous Improvement — L2-to-L1 Knowledge Loop

• Institutionalise a feedback loop: for every issue resolved manually at L2, evaluate whether the resolution can be standardised and codified into the L1 catalogues.
• Author, validate, and publish catalogue entries so recurring issues are progressively handled autonomously by the L1 agent.
• Track and report shift-left metrics (e.g., % of tickets resolved at L1, catalogue coverage growth, repeat-escalation reduction) to senior management.
• Perform problem management: identify recurring root causes and drive permanent fixes or upstream automation beyond the support layer.

4.Stakeholder & Change Management

• Partner with business units to understand application pain points and prioritise support and automation improvements.
• Drive user adoption of the L1 agent through communication, training, and feedback channels.
• Champion a self-service and automation-first culture across the support function.

Requirements

• Degree in Information Technology, Computer Science, or a related field.
• 6–10 years of experience in application support or IT service management, with at least 2 years in a lead or managerial capacity.
• Proven track record delivering support automation, chatbots, or virtual agents (e.g., ServiceNow Virtual Agent, Microsoft Copilot Studio, or LLM-based solutions).
• Strong hands-on experience with ITSM platforms (e.g., ServiceNow, Jira Service Management, Freshservice) and ITIL-aligned processes.
• Experience in knowledge management: building runbooks, KB frameworks, and structured resolution content.
• ITIL Foundation certification required; ITIL Managing Professional or equivalent preferred.
• Working knowledge of scripting or low-code automation (e.g., Power Automate, Python, SQL) preferred.
• Singaporean only, due to Gov clearance