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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 - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The ServiceNow L3 Support Engineer will provide advanced application support and troubleshooting for ServiceNow modules, focusing on ITSM and CSM capabilities. Candidates should have 3-6 years of experience in ServiceNow support, strong knowledge of ServiceNow configuration, and scripting skills. Preferred qualifications include relevant ServiceNow certifications. This role requires collaboration with cross-functional teams and adherence to ITIL best practices.

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:
February 19, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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