ServiceNow Support Engineer - Technical Specialist-Cloud & Infra Engg

Area(s) of responsibility

Role Purpose

The ServiceNow L1.5 – L2 Support Engineer will be responsible for end-to-end operational support, administration, incident resolution, service request fulfillment, platform monitoring, and minor enhancements for the ServiceNow platform.

The role will support ITSM processes, CMDB operations, integrations, reporting, user administration, and continuous improvement initiatives while ensuring adherence to SLA, governance, compliance, and platform standardization principles.

The resource will operate within a governance-led support model and collaborate closely with customer stakeholders, Birlasoft delivery teams, architects, and integration teams.

Key Responsibilities

Incident & Operational Support

• Provide L1.5 and L2 support for ServiceNow platform incidents, requests, and operational issues
• Analyze, troubleshoot, and resolve incidents related to:
• Incident Management
• Request Management
• Change Management
• Problem Management
• Knowledge Management
• CMDB
• Service Catalog
• Notifications
• Access and role management
• Ensure SLA adherence for all assigned incidents and requests
• Perform root cause analysis and coordinate with L3 / development teams for complex issues
• Participate in P1/P2 incident handling and bridge calls
• Support production issue triaging and service restoration activities
• Maintain incident documentation, work notes, and resolution details

Platform Administration

• Administer ServiceNow users, groups, roles, ACLs, and permissions
• Support service catalog administration and workflow maintenance
• Perform scheduled health checks and platform monitoring
• Monitor scheduled jobs, integrations, interfaces, and notifications
• Support platform housekeeping and instance maintenance activities
• Coordinate platform upgrades, patches, and clone activities
• Validate post-upgrade functionality and regression areas
• Ensure platform stability and performance monitoring

CMDB & Data Quality Support

• Support CMDB data quality initiatives and governance activities
• Monitor CI completeness, reconciliation, and duplicate records
• Assist in CSDM alignment and service mapping support activities
• Coordinate with infrastructure and discovery teams for CMDB updates
• Support data validation and data correction activities