ServiceNow L3 Support Engineer

Req ID: 357896 

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a ServiceNow L3 Support Engineer to join our team in Guadalajara, Jalisco (MX-JAL), Mexico (MX).

Job Summary

We are seeking an experienced ServiceNow L3 Support Engineer to provide advanced application support, troubleshooting, and platform expertise across ServiceNow modules. The role involves handling complex incidents, root cause analysis, enhancements, and continuous improvement of ServiceNow ITSM and CSM capabilities. The ideal candidate will have strong hands-on knowledge of ServiceNow configuration, scripting, flows, and platform data structures.

Key Responsibilities

• Provide Level 3 support for ServiceNow platform issues, including incidents and problem management.
• Perform advanced troubleshooting and root cause analysis for ServiceNow applications and integrations.
• Perform root cause analysis (RCA) and provide permanent fixes for recurring issues
• Support and enhance ITSM and CSM modules, ensuring platform stability and performance.
• Create, maintain, and optimize ServiceNow Playbooks and Flows to support business processes.
• Develop and modify scripts (Business Rules, Client Scripts, Script Includes) as required.
• Work with ServiceNow tables, data models, and relationships to support reporting and platform enhancements.
• Support Knowledge Management, including creation, review, and optimization of knowledge articles.
• Collaborate with L1/L2 support, developers, and business stakeholders to resolve issues and implement improvements.
• Follow ITIL best practices for incident, problem, and change management.
• Document solutions, fixes, and operational procedures for future reference.
• Support platform upgrades, patches, and testing activities.

Required Skills & Qualifications

• Strong understanding of ServiceNow fundamentals and architecture
• Hands-on experience with:
  • ServiceNow ITSM
  • ServiceNow CSM
  • Playbooks
  • Flows / Flow Designer
  • Scripting (JavaScript in ServiceNow context)
  • Tables and data schema
• Experience supporting ServiceNow in a production environment
• Solid understanding of ITIL / ITSM processes
• Ability to analyze complex issues and provide sustainable solutions
• Good communication skills and ability to work with cross-functional teams

Preferred Qualifications

• ServiceNow certifications (CSA, CIS-ITSM, CIS-CSM)
• Experience with ServiceNow integrations and APIs
• Experience in large enterprise environments

Experience

• 3–6 years of ServiceNow support or development experience
• Prior experience in an L3 support role preferred

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About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

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