Service Now Support

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If you are a Servicenow Support, looking for excitement, challenge and stability in your work, then you would be glad to come across this page.

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Requirements

Support Engineer (Contractor)

Production Support | Rotational Shift (incl. Nights) | Contract

Key Technologies: Java · Apache Struts · Hibernate / JPA · AngularJS · SQL / PL-SQL

About the Role

We are looking for 2 experienced Support Engineers on a contract basis to join our production support team. The ideal candidate is technically strong, thrives in fast-paced operational environments, and is comfortable working rotational shifts — including nights — to ensure seamless 24/7 coverage.

You will be the first line of defense for production incidents, working closely with development and DevOps teams to investigate, triage, and resolve issues while maintaining clear stakeholder communication throughout.

What You'll Work On

▸ Monitor production systems continuously to ensure high availability and minimal business disruption.

▸ Triage, investigate, and resolve production incidents in a timely manner, strictly adhering to SLA commitments.

▸ Log, track, and manage all incidents, problems, and service requests end-to-end using ServiceNow (ITSM).

▸ Write and execute SQL / PL-SQL queries to investigate data issues, validate fixes, and support root cause analysis.

▸ Use Java knowledge (Apache Struts, Hibernate) to read application code, interpret stack traces, and debug issues alongside development teams.

▸ Support Java web applications on Tomcat — including WAR deployments, JNDI datasources, and connection-pool troubleshooting.

▸ Debug front-end issues using browser dev tools, JavaScript/jQuery, and AngularJS framework knowledge.

▸ Collaborate with development and DevOps teams to escalate and drive resolution of complex technical issues.

▸ Create and maintain runbooks, troubleshooting guides, and post-incident reports.

▸ Participate in rotational night shifts (90 hrs/month) and weekend on-call schedules (48 hrs/month) to ensure continuous global operations coverage.

▸ Identify recurring patterns in incidents and contribute to permanent fix initiatives and process improvements.

Required Qualifications

Items marked ★ Must Have are non-negotiable requirements for this role.

▸ 3+ years of hands-on experience in production support or application support roles. ★ Must Have

▸ Proficiency with ServiceNow for incident, problem, and change management (ITSM). ★ Must Have

▸ Strong SQL & PL/SQL skills — ability to write and run queries for debugging, data validation, and root cause analysis. ★ Must Have

▸ Working knowledge of Java (Apache Struts) — reading application code, interpreting logs and stack traces during live incidents. ★ Must Have

▸ Availability for 180 on-desk hours per month as part of support coverage. ★ Must Have

▸ Flexibility to work rotational night shifts (minimum 90 hrs/month), scheduled in advance with reasonable notice. ★ Must Have

▸ Availability for weekend on-call support (minimum 48 hrs/month) as part of the global coverage rotation.