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Amaris Consulting Logo Amaris Consulting · IT - Software Development

ServiceNow Application Support Engineer (L2/L3)

Philippines, Manila · Job Posted May 13, 2026
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Job Description

Monitor the ServiceNow application platform to ensure stability, performance, and availability. Manage and resolve medium to high complexity incidents and requests escalated from Level 1 support. Perform root cause analysis on recurring ServiceNow application issues and implement corrective actions. Apply configuration changes, update sets, and minor customizations under change control processes. Maintain and update knowledge base articles and troubleshooting guides for ServiceNow application support. Develop and maintain complex workflows, business rules, UI policies, client scripts, and integrations (REST/SOAP) within ServiceNow. Troubleshoot and enhance integrations between ServiceNow and external systems (e.g., Active Directory, monitoring tools, HR systems). Collaborate with developers and project teams on ServiceNow enhancements and major changes.

Job Responsibility

  • Monitor the ServiceNow application platform to ensure stability, performance, and availability
  • Manage and resolve medium to high complexity incidents and requests escalated from Level 1 support
  • Perform root cause analysis on recurring ServiceNow application issues and implement corrective actions
  • Apply configuration changes, update sets, and minor customizations under change control processes
  • Maintain and update knowledge base articles and troubleshooting guides for ServiceNow application support
  • Develop and maintain complex workflows, business rules, UI policies, client scripts, and integrations (REST/SOAP) within ServiceNow
  • Troubleshoot and enhance integrations between ServiceNow and external systems (e.g., Active Directory, monitoring tools, HR systems)
  • Collaborate with developers and project teams on ServiceNow enhancements and major changes

Requirements

  • Proficiency in ServiceNow application support analyst position for at least 5 years
  • Experiences in ServiceNow administration and development (admin certification preferred)
  • Strong understanding of ITIL processes, especially Incident, Problem, and Change Management
  • Technical skills in ServiceNow modules (e.g., ITSM, CSM, Security)
  • Scripting skills in JavaScript and familiarity with ServiceNow APIs
  • Analytical mindset and excellent troubleshooting abilities
  • Academic background in information systems, computer science, or a related field is a plus
  • Strong communication skills to interact with both technical teams and business stakeholders
  • Proficiency in English
  • any additional language is a plus

Nice to have

  • any additional language is a plus
  • Academic background in information systems, computer science, or a related field is a plus

What we offer

  • Global Diversity
  • Trust and Growth
  • Continuous Learning
  • Vibrant Culture
  • Meaningful Impact
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