Application Support Engineer – ServiceNow

About the role

We are looking for an experienced Application Support Engineer with strong expertise in ServiceNow ITSM and CSDM to support critical business applications and ensure the stability, reliability, and continuous improvement of IT service operations. The successful candidate will serve as a Subject Matter Expert (SME), working closely with technical teams, business stakeholders, and other support functions to investigate and resolve complex issues, improve system performance, and maintain high service quality.

Key responsibilities

• Serve as a Subject Matter Expert (SME) for ServiceNow ITSM and related applications
• Investigate, troubleshoot, and resolve complex application and system issues
• Monitor system health and proactively identify potential risks that may impact service availability
• Perform root cause analysis and implement appropriate corrective and preventive actions
• Manage and support incident, problem, and change management processes within ServiceNow
• Configure and customize ServiceNow modules based on business and operational requirements
• Collaborate with multiple technical and business teams to resolve issues and support key operational decisions
• Provide technical solutions and recommendations for issues affecting individual teams and cross-functional operations
• Coordinate with stakeholders to ensure timely issue resolution and maintain established service levels
• Support process improvements and automation initiatives to improve operational efficiency

About you

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field
• 5–8+ years of hands-on experience with ServiceNow, preferably in an application support, ITSM, or enterprise technology environment
• Expert-level proficiency in ServiceNow ITSM
• Strong understanding of IT Service Management (ITSM) principles and workflows
• Hands-on experience with Incident, Problem, and Change Management within ServiceNow
• Strong knowledge of ServiceNow CSDM
• Experience configuring and customizing ServiceNow modules based on business requirements
• Knowledge of ServiceNow scripting, automation, and workflow capabilities
• Strong troubleshooting and root cause analysis skills
• Strong communication, collaboration, decision-making, and problem-solving skills