Job Summary

The ServiceNow L2 Analyst provides advanced operational support for the ServiceNow platform, handling incidents, service requests, problem investigations, and minor enhancements across ITSM modules while ensuring platform stability and SLA adherence

Key Responsibilities

· Resolve L2-level incidents and service requests for ServiceNow (Incident, Problem, Change, Request, Knowledge, CMDB).

· Perform root cause analysis and support problem management activities.

· Configure and maintain workflows, business rules, client scripts, UI policies, and notifications.

· Support CMDB health, data quality, and CI relationships.

· Assist with change implementations, testing, and deployments in non-prod/prod environments.

· Coordinate with L3/development teams for complex issues and enhancements.

· Monitor system performance, queues, SLA breaches, and platform alerts.

· Create and maintain technical documentation, SOPs, and knowledge articles.

· Support integrations and basic troubleshooting of APIs and data imports.

· Ensure compliance with ITSM processes, security policies, and audit requirements

Skill Requirements

· 2–4 years of hands-on ServiceNow platform experience.

· Strong understanding of ITIL/ITSM processes.

· Experience with ServiceNow scripting (basic JavaScript preferred).

· Knowledge of CMDB concepts and data governance.

· Familiarity with ServiceNow update sets, development lifecycle, and releases.

· Strong troubleshooting, documentation, and communication skills

Other Requirements

Preferred Qualifications:

· ITIL Foundation certification.

· ServiceNow CSA and/or ITSM implementation certifications.

· Experience supporting enterprise or regulated environments.

Mid-level ServiceNow support professional responsible for handling incidents, service requests, and change tasks, performing workflow/configuration troubleshooting, and supporting ITSM modules (Incident, Problem, Change, CMDB) with minimal supervision