Sr Specialist, Software Engineer - ServiceNow Engineer – Platform Operation and Reliability

Overview

Sr Specialist, Software Engineer focused on ServiceNow platform operations and reliability, leading production support and incident management.

What you'll do

• Lead day-to-day ServiceNow production support operations across Tier 1 and Tier 2 teams.
• Ensure platform availability, reliability, and performance across environments.
• Manage support operations for multiple ServiceNow modules and instances.
• Oversee 24x7 shift support structures.
• Serve as primary escalation point for P1 and P2 incidents and lead major incident bridges.
• Drive RCA, corrective actions, incident trend tracking, and preventive measures.
• Define KPIs/SLAs and conduct service reviews for ServiceNow support service delivery.

What you'll need

• 8+ years of experience (minimum) in ServiceNow production support.
• Hands-on ServiceNow platform administration and development experience.
• Expertise in core modules including ITSM, Service Catalog, CMDB, Knowledge Management, Change, and Incident Management.
• Good understanding of integrations (REST/SOAP APIs) and MID Servers.
• Performance tuning and data management experience in multi-instance ServiceNow environments.
• Experience ensuring SLA and OLA adherence across support tiers.
• Experience leading incidents and mentoring support teams.