ServiceNow Support Engineer

Role Overview: You will be joining as an App. Software Dev. Sr Prin. Cnslt. at NTT DATA in Hyderabad, Telangana, India. As the primary Subject Matter Expert (SME) for the ServiceNow platform, you will be responsible for various modules including ITSM, CMDB, ITOM, HRSD, CSM, SecOps, GRC, Performance Analytics, and Service Portal/Now Experience. Key Responsibilities: - Provide production support by triaging incidents, conducting root-cause analysis, implementing fixes or workarounds, and managing escalations to ensure adherence to SLAs. - Administer the platform by managing system properties, scheduled jobs, notification schemes, upgrade readiness, and instance cloning processes. - Own CMDB health by handling reconciliation, discovery schedules, CI relationships, and data quality rules. - Support and enhance Service Portal / Now Experience pages, widgets, Virtual Agent bots, and catalog items. - Manage security and access by defining the role/permission model, delegated administration, ACLs, and data segregation. - Coordinate and execute instance upgrades and patches, conduct regression testing, and remediate upgrade impacts. - Maintain runbooks, Standard Operating Procedures (SOPs), knowledge base articles, and technical documentation for repeatable support tasks. - Drive continuous improvement through automation, performance tuning, reduction of manual interventions, and adoption of best practices. - Collaborate with ServiceNow Support / CSM for platform issues, manage ServiceNow support tickets, and track resolutions and roadmap items. Qualifications Required: - Experience in working with the ServiceNow platform, including ITSM, CMDB, ITOM, HRSD, CSM, SecOps, GRC, Performance Analytics, and Service Portal/Now Experience. - Strong knowledge of platform administration, security & access management, and instance upgrades. - Ability to troubleshoot and resolve technical issues efficiently. - Good communication skills and the ability to work in a collaborative environment. - Experience in coordinating with stakeholders and managing escalations effectively. Note: The company, NTT DATA, is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. They are committed to accelerating client success through responsible innovation. NTT DATA offers a wide range of AI and digital infrastructure services, including enterprise-scale AI, cloud, security, connectivity, data centers, and application services. They have experts in more than 50 countries and provide access to an ecosystem of innovation centers and partners. NTT DATA is part of the NTT Group, which invests significantly in research and development each year to drive innovation.,