ServiceNow Run Lead (L2/L3 Support)

Job description
ABOUT THE JOB
Perform day-to-day monitoring of the ServiceNow platform to ensure system stability, performance, and end-user satisfaction.
Handle and resolve medium to high-complexity incidents and service requests related to ServiceNow escalated from L1/help desk support.
Investigate recurring issues, perform root cause analysis, and implement corrective actions to prevent future incidents or outages.
Provide advanced user support for configuration issues, workflow problems, access-related concerns, and platform usage questions.
Apply configuration changes, update sets, and minor customizations under proper change control processes.
Develop, maintain, and enhance ServiceNow workflows, business rules, UI policies, client scripts, and integrations.
Troubleshoot and improve integrations between ServiceNow and external systems such as Active Directory, monitoring tools, HR systems, or other enterprise platforms.
Support custom development activities using JavaScript, ServiceNow APIs, REST/SOAP web services, and platform scripting capabilities.
Work closely with project teams, developers, administrators, business users, and technical stakeholders on enhancements, major changes, and production support topics.
Participate in incident, problem, and change management processes following ITIL best practices.
Support deployment activities, release validation, non-regression testing, and post-deployment checks.
Monitor platform health, identify operational risks, and escalate critical issues or SLA risks in a timely manner.
Maintain knowledge base articles, troubleshooting guides, technical documentation, and operational procedures for common issues.
Prepare support reports, incident updates, RCA reports, SLA tracking, and operational status updates when required.
Contribute to continuous improvement initiatives to enhance platform reliability, support efficiency, and user experience.
ABOUT YOU
Bachelor’s Degree in Information Technology, Computer Science, Information Systems, Software Engineering, or a related field.
At least 3 years of experience in ServiceNow L2/L3 support, ServiceNow administration, or ServiceNow development.
Strong hands-on experience in handling incidents, service requests, problem investigation, root cause analysis, and change implementation.
Strong understanding of ITIL processes, especially Incident Management, Problem Management, and Change Management.
Experience with ServiceNow administration tasks, platform configuration, access management, update sets, and operational support.
Hands-on experience developing or maintaining ServiceNow workflows, business rules, UI policies, client scripts, and platform customizations.
Proficiency in JavaScript and familiarity with ServiceNow APIs.
Experience troubleshooting or enhancing integrations using REST/SOAP web services.
Good knowledge of ServiceNow modules such as ITSM, CSM, Security Operations, or related modules.
Experience with monitoring tools, platform health checks, and operational dashboards is an advantage.
Ability to troubleshoot complex technical issues and provide practical solutions in a production environment.
Experience working with both Run/support teams and Build/project teams is preferred.
ServiceNow Certified System Administrator certification or ITIL Foundation certification is strongly preferred.
Strong analytical thinking, problem-solving skills, and attention to detail.
Good communication skills and ability to interact with both technical teams and business stakeholders.
Responsible, proactive, service-minded, and able to work under pressure during major incidents or critical changes.
Good command of written and spoken English is an advantage.
WHY AMARIS?
Competitive salary
Leave Benefits: 10 days of paid annual leave per year.
Coverage under all mandatory Philippine statutory benefits and deductions (e.g., SSS, PhilHealth, Pag-IBIG, taxes) as applicable.
Health insurance coverage from employer side
Project reviews and yearly performance appraisal
International team with flexible working time
Tailor-made career path
Technical workshops and training courses
Mobility: Opportunities to be on-site abroad in our offices in over 60+ countrie

Equal Opportunity

Amaris Consulting is proud to be an equal opportunity workplace. We are committed to promoting diversity within the workforce and creating an inclusive working environment. For this purpose, we welcome applications from all qualified candidates regardless of gender, sexual orientation, race, ethnicity, beliefs, age, marital status, disability, or other characteristics.

#LI-HD1
Who are we?
Amaris Consulting is an independent technology consulting firm providing guidance and solutions to businesses. With more than 1000 clients across the globe, we have been rolling out solutions in major projects for over a decade – this is made possible by an international team of 7,600 people spread across 5 continents and more than 60 countries. Our solutions focus on four different Business Lines: Information System & Digital, Telecom, Life Sciences and Engineering. We’re focused on building and nurturing a top talent community where all our team members can achieve their full potential. Amaris is your steppingstone to cross rivers of change, meet challenges and achieve all your projects with success.

At Amaris, we strive to provide our candidates with the best possible recruitment experience. We like to get to know our candidates, challenge them, and be able to give them proper feedback as quickly as possible. Here's what our recruitment process looks like:

Brief Call: Our process typically begins with a brief virtual/phone conversation to get to know you! The objective? Learn about you, understand your motivations, and make sure we have the right job for you!

Interviews (the average number of interviews is 3 - the number may vary depending on the level of seniority required for the position). During the interviews, you will meet people from our team: your line manager of course, but also other people related to your future role. We will talk in depth about you, your experience, and skills, but also about the position and what will be expected of you. Of course, you will also get to know Amaris: our culture, our roots, our teams, and your career opportunities!

Case study: Depending on the position, we may ask you to take a test. This could be a role play, a technical assessment, a problem-solving scenario, etc.

As you know, every person is different and so is every role in a company. That is why we have to adapt accordingly, and the process may differ slightly at times. However, please know that we always put ourselves in the candidate's shoes to ensure they have the best possible experience.
We look forward to meeting you!