ServiceNow Technology Support II - Production Support

JPMorgan Chase & Co.; San Francisco (CA); On-site; USD 110,000 - 150,000; Full time

Job summary

JPMorgan Chase & Co. is seeking a ServiceNow Technology Support III to ensure production stability, availability, and performance across ServiceNow flows.

You will troubleshoot, maintain, and resolve production interruptions, collaborate with cross-functional teams, and contribute to continuous improvement while supporting on-call weekend rotations. The role emphasizes administration, integrations, scripting, and monitoring using tools like Splunk, Grafana, and APICA, with a strong focus on best

Qualifications

• 2+ years of IT service experience and troubleshooting.
• Strong knowledge of ServiceNow architecture and administration.
• Experience with ServiceNow integrations and APIs.
• Proficiency in JavaScript/GlideScript and web development.

Responsibilities

• Provide day-to-day operational support for ServiceNow production instances.
• Analyze, troubleshoot, and resolve issues in ServiceNow flows and integrations.
• Install, upgrade, and manage APIs and integrations between ServiceNow and other enterprise systems.
• Monitor ServiceNow environments for anomalies using observability tools (e.g., Splunk, Grafana, APICA).
• Apply ServiceNow best practices to optimize performance, configuration, and workflow automation.
• Collaborate with product owners, developers, and support teams to implement enhancements and resolve critical issues.
• Troubleshoot complex ServiceNow code issues, including scripting (JavaScript, GlideScript).
• Automate monitoring, maintenance, and operational tasks within ServiceNow and related systems.
• Develop, document, and promote standard operating procedures for ServiceNow support and administration.
• Interface with internal customers to gather requirements and validate new implementations.
• Participate in on-call rotation for weekend support.

Skills

ServiceNow admin

APIs & integrations

JavaScript

ITIL ITSM

On-call support

Communication

Tools

Splunk

Grafana

APICA

Web services

Job description

Propel operational success with your expertise in technology support and a commitment to continuous improvement.

As a ServiceNow Technology Support III team member in Corporate Technology, you will ensure the operational stability, availability, and performance of our production application flows. Encourage a culture of continuous improvement as you troubleshoot, maintain, identify, escalated and resolve production service interruptions for all internally and externally developed systems, leading to a seamless user experience.

Job responsibilities

• Provide day-to-day operational support for ServiceNow production instances, ensuring high availability and reliability.
• Analyze, troubleshoot, and resolve issues within ServiceNow application flows and integrations, supporting business-critical operations.
• Install, upgrade, and manage APIs and integrations between ServiceNow and other enterprise systems.
• Monitor ServiceNow environments for anomalies using observability tools (e.g., Splunk, Grafana, APICA), and proactively address issues.
• Apply ServiceNow best practices to optimize performance, configuration, and workflow automation.
• Collaborate with product owners, developers, and support teams to implement enhancements and resolve critical application issues.
• Troubleshoot complex ServiceNow code issues, including scripting (JavaScript, GlideScript), and provide effective solutions.
• Automate monitoring, maintenance, and operational tasks within ServiceNow and related systems.
• Develop, document, and promote standard operating procedures for ServiceNow support and administration.
• Interface with internal customers to gather requirements, advise on ServiceNow best practices, and validate new implementations.
• Participate in on-call rotation for weekend support.

Required qualifications, capabilities, and skills

• 2+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Strong knowledge of ServiceNow platform architecture, modules, and administration.
• Experience with ServiceNow integrations, APIs, and web services.
• Proficiency in ServiceNow scripting languages (JavaScript, Glide API) and web development frameworks.
• Familiarity with ITIL processes and ServiceNow ITSM workflows.
• Experience with production management and monitoring tools (e.g., Splunk, Grafana, APICA).
• Ability to prioritize and manage workload, communicate issues clearly, and take ownership of assigned tasks.
• Strong analytical and problem‑solving skills.

Preferred qualifications, capabilities, and skills

• ServiceNow Certified System Administrator or other ServiceNow certifications.
• Experience with automation scripting and workflow development in ServiceNow.
• Leveraged MCP servers and AI technologies to optimize operational processes.
• Knowledge of Agile development methodologies.
• Effective verbal and written communication skills.
• Strong improvement mindset and commitment to continuous learning.

Federal Deposit Insurance Act

This position is subject to Section 19 of the Federal Deposit Insurance Act. As such, an employment offer for this position is contingent on JPMorgan Chase’s review of criminal conviction history, including pretrial diversions or program entries.