Senior ServiceNow & AI Chatbot Support Lead

RECRUIT EXPRESS PTE LTD; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

RECRUIT EXPRESS PTE LTD is seeking an experienced IT Service Management specialist to provide L2 support for enterprise applications and L1 support for AI chatbot platforms. You will troubleshoot issues, conduct RCA, and coordinate with technical teams to resolve incidents and outages.

The role requires strong ITIL knowledge, hands-on ITSM experience (ServiceNow/Jira/Freshservice), and collaboration with business users for requirements, UAT, deployment, and post-production support.

Qualifications

• Diploma or degree in CS/IT or related discipline.
• Minimum 5+ years in Business Application Support or ITSM.
• Hands-on in supporting enterprise/business apps at L2 level.
• Experience with ITSM platforms such as ServiceNow, Jira Service Management or Freshservice.
• Knowledge of ITIL-aligned processes including Incident, Problem, Change and Service Request Management.

Responsibilities

• Provide L2 business application support ensuring timely incident resolution.
• Provide L1 support for AI chatbot applications including monitoring and user support.
• Troubleshoot application issues, perform RCA, coordinate with teams/vendors.
• Manage incidents and service requests per ITIL-aligned processes and SLAs.
• Use ITSM platforms such as ServiceNow, Jira Service Management or Freshservice.
• Collaborate with business users to gather requirements and suggest enhancements.
• Support UAT, testing, deployment, release and post-production activities.
• Maintain application documentation and troubleshooting guides.
• Monitor performance and identify recurring issues for improvement.
• Ad-hoc duties as assigned by supervisor.

Skills

Business Application Support

IT Service Management

L2 support

L1 AI Chatbot support

Incident/Problem/Change Mgmt

User support

UAT/testing

Mentoring/Leadership

Stakeholder management

Education

Diploma/Degree in Computer Science or Information Technology

Tools

ServiceNow

Jira Service Management

Freshservice

Job description

RECRUIT EXPRESS PTE LTD is seeking an experienced IT Service Management specialist to provide L2 support for enterprise applications and L1 support for AI chatbot platforms. You will troubleshoot issues, conduct RCA, and coordinate with technical teams to resolve incidents and outages.

The role requires strong ITIL knowledge, hands-on ITSM experience (ServiceNow/Jira/Freshservice), and collaboration with business users for requirements, UAT, deployment, and post-production support.