Sr Specialist, Software Engineer - ServiceNow Engineer – Platform Operation and Reliability

Experience: 8+ years

Key Responsibilities

Production Support Leadership

• Lead day-to-day operations of ServiceNow production support across Tier 1 and Tier 2 teams.

• Ensure platform availability, reliability, and performance across environments.

• Manage support operations for multiple ServiceNow modules and instances.

• Define and maintain support processes, workflows, and escalation models.

• Oversee shift operations including 24x7 support structures.

• Active Participation in Platform Clone/Upgrade Activity.

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Incident & Major Incident Management

• Act as the primary escalation point for P1 and P2 incidents.

• Lead Major Incident bridges and ensure timely resolution.

• Drive Root Cause Analysis (RCA) and corrective actions.

• Track incident trends and implement preventive measures.

• Ensure SLA and OLA adherence across all support tiers.

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Service Delivery & Governance

• Own overall ServiceNow support service delivery.

• Define KPIs, SLAs, and operational metrics.

• Conduct service reviews with stakeholders and leadership.

• Ensure compliance with governance standards and best practices.

• Drive operational maturity and service improvements.

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Team Leadership & People Management

• Lead and mentor Tier 1 and Tier 2 support teams.

• Manage team capacity planning and resource allocation.

• Conduct performance reviews and skill development planning.

• Identify training needs and drive capability building.

• Foster a collaborative and high-performance team culture.

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Platform Stability & Continuous Improvement

• Identify recurring issues and drive permanent fixes.

• Promote automation and platform optimization initiatives.

• Improve platform performance and operational efficiency.

• Drive knowledge management and documentation maturity.

• Implement proactive monitoring strategies.

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Stakeholder & Vendor Management

• Act as the primary point of contact for business stakeholders.

• Coordinate with infrastructure, security, and integration teams.

• Manage vendor relationships and support transitions if applicable.

• Provide executive-level reporting on platform health and performance.

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Release & Change Governance

• Oversee change and release activities across environments.

• Ensure smooth production deployments and stabilization.

• Review high-risk changes and approve deployment readiness.

• Support release planning and execution strategies.

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Required Skills

Technical Skills

• Strong hands-on experience with ServiceNow platform administration and development

• Expertise in core modules such as:

  • ITSM

  • Service Catalog

  • CMDB

  • Knowledge Management

  • Change and Incident Management

• Good understanding of:

  • Integrations (REST/SOAP APIs)

  • MID Servers

  • Performance tuning

  • Data management

• Experience supporting multi-instance ServiceNow environments

• Knowledge in Performance management, resiliency engineering

• Knowledge of release and deployment processes

• Experience in NowAssist and AI Capabilities

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Leadership Skills

• Strong team leadership and mentoring capabilities

• Experience managing large, distributed teams

• Strong incident leadership experience

• Strategic thinking and operational planning ability

• Stakeholder management and executive communication

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Soft Skills

• Strong decision-making ability under pressure

• Excellent communication and reporting skills

• Ability to manage multiple priorities

• Strong analytical and problem-solving mindset

• High accountability and ownership

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Preferred Qualifications

• ServiceNow Certified System Administrator (CSA) – Required

• ServiceNow Certified Application Developer (CAD) – Preferred

• ITIL Foundation / ITIL Intermediate – Preferred

• Experience managing enterprise-scale ServiceNow support environments

• Experience supporting global 24x7 support models

• Exposure to platform governance frameworks

• Exposure to AWS, Azure

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Team Scope Typically Managed

Typical team size:

• 15–30+ team members across shifts

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Ideal Candidate Profile

• Has deep ServiceNow production support experience

• Comfortable handling high-pressure incident situations

• Stron…