ServiceNow Functional Support

6 days ago

Pasig, National Capital Region, Philippines UPTC Full time $104,000 - $130,878 per year

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.

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