ServiceNow Support Engineer - Service & Change Management

Job Purpose To provide technical and functional support for the ServiceNow platform, with a focus on Service Management and Change Management processes. The role will ensure the stability, availability, and continuous improvement of ServiceNow services while supporting ITSM operations within a banking environment. Key Responsibilities Provide L2/L3 support for ServiceNow, including incident, problem, request, and change management processes. Administer and support ServiceNow ITSM modules , ensuring reliable and efficient day-to-day operations. Manage and support Change Management workflows , approvals, change scheduling, risk assessment, and implementation processes. Troubleshoot and resolve ServiceNow incidents, defects, workflow issues, and integration-related problems. Monitor ServiceNow platform performance and identify recurring issues or opportunities for improvement. Configure and maintain ServiceNow forms, workflows, business rules, notifications, SLAs, and user access based on approved requirements. Support Change Advisory Board (CAB) activities and ensure changes follow established governance and approval procedures. Work closely with IT Operations, Infrastructure, Application Support, Development, and other technology teams to resolve ServiceNow-related issues. Support integrations between ServiceNow and other enterprise systems and coordinate troubleshooting with relevant technical teams. Perform root cause analysis for recurring incidents and implement corrective and preventive actions. Prepare operational reports and dashboards related to incidents, requests, changes, SLAs, and service performance. Ensure ServiceNow processes and configurations align with ITSM best practices, internal controls, and banking policies . Participate in ServiceNow upgrades, releases, enhancements, testing, and deployment activities. Maintain technical documentation, knowledge articles, support procedures, and configuration records. Ensure compliance with information security, audit, risk, and regulatory requirements applicable to the banking environment. Participate in 24/7 support and on-call activities , when required. Bachelor’s degree in Computer Science, Information Technology, or a related field. 4–7 years of experience in ServiceNow administration, support, or ITSM platform operations. Hands-on experience with ServiceNow ITSM , particularly Incident, Problem, Request, and Change Management. Strong understanding of ITIL processes and IT Service Management practices . Practical experience supporting Change Management and CAB processes . Previous experience working in a banking or financial services environment is required. Experience with ServiceNow configuration, workflows, business rules, SLAs, notifications, and access management. Good understanding of ServiceNow integrations and APIs. Experience with ServiceNow upgrades, releases, testing, and production support. Strong troubleshooting, problem-solving, and root cause analysis skills. Good understanding of IT governance, risk, compliance, and change control within regulated environments. ServiceNow Certified System Administrator (CSA) is preferred; ITIL certification is an advantage. Strong communication and stakeholder management skills.