ServiceNow Functional Support

2 weeks ago

Metro Manila Philippines UPTC Full time

Qualifications Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent work experience). 3 years of experience providing functional support for ServiceNow or similar ITSM platforms. experience ITIL framework and ITSM processes (e.g., Incident, Problem, Change, Request, CMDB, Knowledge Management). Experience gathering, documenting, and translating business requirements into functional specifications. Experience with ServiceNow modules, user interface, and navigation. Ability to work closely with technical teams, developers, and administrators to support configuration and enhancements. Experience in creating and maintaining knowledge base articles, user guides, and process documentation. Strong analytical and problem-solving skills; ability to identify improvement opportunities within workflows or platform usage. Proficient in generating reports and dashboards in ServiceNow for stakeholders and management. Excellent communication and interpersonal skills, with the ability to train and support end-users. Experience working in Agile or ITIL-aligned environments is a plus. ServiceNow Certified System Administrator or other relevant certifications (preferred but not required). Job Description Act as the first point of contact for ServiceNow functional support requests from endusers and stakeholders. Provide day-to-day functional and process support across ServiceNow modules (e.g., Incident, Problem, Change, Request, CMDB, Knowledge). Translate business needs into functional requirements and coordinate withn technical teams for configuration or development. Ensure compliance with ITIL standards and organizational ITSM processes. Maintain and update process documentation, knowledge base articles, and training materials. Monitor platform usage and identify opportunities for process improvements or additional automation. Assist in onboarding and training new users on ServiceNow features and functionalities. Collaborate with ServiceNow developers, administrators, and process owners to resolve issues and deliver enhancements. Generate functional reports and dashboards as needed by management and stakeholders. #J-18808-Ljbffr

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