ServiceNow Technology Support II - Production Support

Propel operational success with your expertise in technology support and a commitment to continuous improvement.

As a Service Now Technology Support III team member in Corporate Technology, you will ensure the operational stability, availability, and performance of our production application flows. Encourage a culture of continuous improvement as you troubleshoot, maintain, identify, escalate, and resolve production service interruptions for all internally and externally developed systems, leading to a seamless user experience.

Job responsibilities

• Provide day-to-day operational support for Service Now production instances, ensuring high availability and reliability.
• Analyze, troubleshoot, and resolve issues within Service Now application flows and integrations, supporting business-critical operations.
• Install, upgrade, and manage APIs and integrations between Service Now and other enterprise systems.
• Monitor Service Now environments for anomalies using observability tools (e.g., Splunk, Grafana, APICA), and proactively address issues.
• Apply Service Now best practices to optimize performance, configuration, and workflow automation.
• Collaborate with product owners, developers, and support teams to implement enhancements and resolve critical application issues.
• Troubleshoot complex Service Now code issues, including scripting (JavaScript, Glide Script), and provide effective solutions.
• Automate monitoring, maintenance, and operational tasks within Service Now and related systems.
• Develop, document, and promote standard operating procedures for Service Now support and administration.
• Interface with internal customers to gather requirements, advise on Service Now best practices, and validate new implementations.
• Participate in on-call rotation for weekend support.

Required qualifications, capabilities, and skills

• 2+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Strong knowledge of Service Now platform architecture, modules, and administration.
• Experience with Service Now integrations, APIs, and web services.
• Proficiency in Service Now scripting languages (JavaScript, Glide API) and web development frameworks.
• Familiarity with ITIL processes and Service Now ITSM workflows.
• Experience with production management and monitoring tools (e.g., Splunk, Grafana, APICA).
• Ability to prioritize and manage workload, communicate issues clearly, and take ownership of assigned tasks.
• Strong analytical and problem-solving skills.

Preferred qualifications, capabilities, and skills

• Service Now Certified System Administrator or other Service Now certifications.
• Experience with automation scripting and workflow development in Service Now.
• Leveraged MCP servers and AI technologies to optimize operational processes.
• Knowledge of Agile development methodologies.
• Effective verbal and written communication skills.
• Strong improvement mindset and commitment to continuous learning.

Federal Deposit Insurance Act

This position is subject to Section 19 of the Federal Deposit Insurance Act. As such, an employment offer for this position is contingent on JPMorgan Chase’s review of criminal conviction history, including pretrial diversions or program entries.