APPLICATION SUPPORT ENGINEER SERVICENOW ITSM / CSDM

WE ARE HIRING: APPLICATION SUPPORT ENGINEER – SERVICENOW ITSM / CSDM

Location: Manila, Philippines

Work Setup: Hybrid – 2 days onsite per week

Shift: Morning to Mid Shift

Experience Required: 5–8+ years

Education: Bachelor's degree required

Employment Type: Contractual, with potential for future absorption

Job Summary

We are looking for an experienced Application Support Engineer specializing in ServiceNow ITSM and CSDM to support critical business systems and ensure reliable application operations. The successful candidate will serve as a Subject Matter Expert (SME), lead technical problem-solving efforts, collaborate with cross-functional teams, and drive continuous service improvement.

This role requires strong expertise in ServiceNow configuration, IT Service Management processes, incident resolution, root cause analysis, and service optimization.

Key Responsibilities

• Serve as a Subject Matter Expert (SME) in ServiceNow ITSM and CSDM, providing technical guidance and leadership to the team.
• Lead team activities, support decision-making, and ensure effective delivery of application support services.
• Manage and resolve incidents, problems, and change requests within the ServiceNow platform.
• Monitor system health, identify potential risks, and implement preventive measures to minimize service disruptions.
• Perform troubleshooting and root cause analysis to address recurring system issues.
• Configure and customize ServiceNow modules based on business and operational requirements.
• Utilize ServiceNow scripting and automation capabilities to improve workflows and operational efficiency.
• Collaborate with stakeholders and cross-functional teams to ensure timely issue resolution and maintain service quality.
• Facilitate knowledge sharing, technical documentation, and mentoring to strengthen team capabilities.
• Identify opportunities for continuous improvement in application support and ITSM processes.

Qualifications

Required Skills and Experience

• 5–8+ years of hands-on experience in ServiceNow development, administration, or application support.
• Expert-level proficiency in ServiceNow ITSM.
• Strong knowledge of Common Service Data Model (CSDM) and its implementation.
• Solid understanding of IT Service Management (ITSM) principles, processes, and workflows.
• Proven experience in incident, problem, and change management.
• Hands-on experience configuring and customizing ServiceNow modules.
• Familiarity with ServiceNow scripting, workflow automation, and process optimization.
• Strong troubleshooting, analytical, and root cause analysis skills.
• Experience leading technical teams, coordinating with stakeholders, and making technical decisions.
• Excellent communication, collaboration, and problem-solving skills.
• Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or a related field.

What We Offer

• Hybrid work arrangement with 2 onsite days per week.
• Opportunity to work with critical enterprise systems.
• Potential for future absorption, subject to business requirements and performance.

Interested applicants: Send your updated CV highlighting your ServiceNow ITSM, CSDM, and application support experience.

Join our team and help drive reliable, efficient, and continuously improving IT services!