ServiceNow Application Support Lead – L2

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

Job Responsibilities

• Provide L2 Business Application Support for enterprise applications, ensuring timely resolution of incidents, service requests and application issues.
• Provide L1 support for AI Chatbot applications, including monitoring, troubleshooting, user support and escalation of complex issues.
• Troubleshoot application issues, perform root cause analysis (RCA) and coordinate with technical teams/vendors for resolution.
• Manage incidents, problems and service requests in accordance with ITIL-aligned processes and agreed SLAs.
• Provide strong hands-on support using ITSM platforms such as ServiceNow, Jira Service Management or Freshservice.
• Work closely with business users to understand application issues, gather requirements and recommend solutions or enhancements.
• Support UAT, application testing, deployment, release and post-production activities.
• Maintain application documentation, knowledge articles and troubleshooting guides.
• Monitor application performance and identify recurring issues for continuous improvement.
• Any other ad-hoc duties as assigned by supervisor

Job Requirements

• Diploma/Degree in Computer Science, Information Technology, Information Systems or related discipline.
• 5+ years of experience in Business Application Support or IT Service Management.
• Strong hands-on experience supporting enterprise/business applications at L2 level.
• Hands-on experience with ITSM platforms such as ServiceNow, Jira Service Management or Freshservice.
• Good knowledge of ITIL-aligned processes, including Incident, Problem, Change and Service Request Management.
• Experience in L1 AI Chatbot support is highly preferred.
• Experience working directly with business users and stakeholders.
• Experience in UAT, testing, deployment and production support.
• Demonstrated experience leading a project/team or mentoring junior team members within the past 1 year.