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.