ServiceNow Run Lead (L2/L3 Support)

Job Description

Perform day‑to‑day monitoring of the ServiceNow platform to ensure system stability, performance, and end‑user satisfaction.

• Handle and resolve medium to high‑complexity incidents and service requests related to ServiceNow escalated from L1/help desk support.
• Investigate recurring issues, perform root‑cause analysis, and implement corrective actions to prevent future incidents or outages.
• Provide advanced user support for configuration issues, workflow problems, access‑related concerns, and platform usage questions.
• Apply configuration changes, update sets, and minor customizations under proper change control processes.
• Develop, maintain, and enhance ServiceNow workflows, business rules, UI policies, client scripts, and integrations.
• Troubleshoot and improve integrations between ServiceNow and external systems such as Active Directory, monitoring tools, HR systems, or other enterprise platfo...