ServiceNow Technology Support II - Production Support

Next Frontier Capital; United States; On-site; USD 110,000 - 140,000; Full time

Job summary

JPMorgan Chase & Co. seeks an experienced ServiceNow Technology Support III to ensure stability, availability, and performance of production flows.

You will troubleshoot, maintain, upscale, and resolve interruptions across internal and external systems to deliver a seamless user experience. Responsibilities include supporting production instances, integrating APIs, monitoring environments, and implementing best practices.

Qualifications

• 2+ years troubleshooting and maintaining IT services.
• Knowledge of ServiceNow architecture, modules, and administration.
• Experience with ServiceNow integrations and APIs.
• Proficiency in JavaScript/GlideScript and web development basics.
• Familiarity with ITIL processes and ITSM workflows.
• Experience with production monitoring tools (Splunk, Grafana, APICA).
• Strong communication, ownership, and analytical skills.

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 with other enterprise systems.
• Monitor environments using observability tools and address issues proactively.
• Apply ServiceNow best practices to optimize performance and automation.
• Collaborate with product owners, developers, and support teams to implement enhancements.
• Troubleshoot complex ServiceNow code issues using JavaScript/GlideScript.
• Automate monitoring, maintenance, and tasks within ServiceNow and related systems.
• Develop and promote standard operating procedures for ServiceNow support.
• Gather requirements from internal customers and validate new implementations.
• Participate in on-call rotation for weekend support.

Skills

ServiceNow architecture

APIs & integrations

JavaScript / GlideScript

Production support

Observability tools

Issue analysis & troubleshooting

On-call support

Tools

Splunk

Grafana

APICA

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, upscale, 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.

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans

Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success. Ensure operational excellence in a large-scale technology environment to enable successful business outcomes.