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ServiceNow L3 Support Engineer

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NTT DATA

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Location:
Mexico , Guadalajara

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Category:
IT - Software Development

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

We are seeking an experienced ServiceNow L3 Support Engineer to provide advanced application support, troubleshooting, and platform expertise across ServiceNow modules. The role involves handling complex incidents, root cause analysis, enhancements, and continuous improvement of ServiceNow ITSM and CSM capabilities. The ideal candidate will have strong hands-on knowledge of ServiceNow configuration, scripting, flows, and platform data structures.

Job Responsibility:

  • Provide Level 3 support for ServiceNow platform issues, including incidents and problem management
  • Perform advanced troubleshooting and root cause analysis for ServiceNow applications and integrations
  • Perform root cause analysis (RCA) and provide permanent fixes for recurring issues
  • Support and enhance ITSM and CSM modules, ensuring platform stability and performance
  • Create, maintain, and optimize ServiceNow Playbooks and Flows to support business processes
  • Develop and modify scripts (Business Rules, Client Scripts, Script Includes) as required
  • Work with ServiceNow tables, data models, and relationships to support reporting and platform enhancements
  • Support Knowledge Management, including creation, review, and optimization of knowledge articles
  • Collaborate with L1/L2 support, developers, and business stakeholders to resolve issues and implement improvements
  • Follow ITIL best practices for incident, problem, and change management
  • Document solutions, fixes, and operational procedures for future reference
  • Support platform upgrades, patches, and testing activities

Requirements:

  • Strong understanding of ServiceNow fundamentals and architecture
  • Hands-on experience with: ServiceNow ITSM
  • ServiceNow CSM
  • Playbooks
  • Flows / Flow Designer
  • Scripting (JavaScript in ServiceNow context)
  • Tables and data schema
  • Experience supporting ServiceNow in a production environment
  • Solid understanding of ITIL / ITSM processes
  • Ability to analyze complex issues and provide sustainable solutions
  • Good communication skills and ability to work with cross-functional teams
  • 3–6 years of ServiceNow support or development experience
  • Prior experience in an L3 support role preferred

Nice to have:

  • ServiceNow certifications (CSA, CIS-ITSM, CIS-CSM)
  • Experience with ServiceNow integrations and APIs
  • Experience in large enterprise environments

Additional Information:

Job Posted:
April 23, 2026

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