Location: Singapore (Onsite)
Duration: 12 Months Contract
Overview
Seeking a Junior Platform Engineer to support and enhance the ServiceNow ITSM platform. This role focuses on L2 support, platform operations, incident management, and coordination with L3 teams to ensure system stability, performance, and continuous improvement.
Requirements
- Possess a degree in Computer Science/Information Technology or related fields.
- 1 to 3 years of relevant experience in ServiceNow system platform implementation, integration, and operations support.
- Experience in implementing and configuring the ServiceNow platform according to the specifications.
- Able to customize workflows, develop integrations, and ensure the ServiceNow platform is scalable and secure.
- Experience in troubleshooting ServiceNow technical issues and optimize performance.
- Previous hands-on project implementation/support experience with leading service management products and platforms.
- Good understanding of ITIL processes, with experience in an ITIL based environment.
- Good written and communication skills.
Key responsibilities and Areas:
Incident Management
- Triage and resolve incidents within SLA using logs, workflows, and configuration checks.
- Apply fixes/workarounds and escalate complex issues to L3 with diagnostics.
- Update incident records and ensure proper documentation and communication.
Request Fulfilment
- Validate and process requests, ensuring scope clarity and approvals.
- Coordinate with stakeholders and route to L3 for implementation.
- Track requests and ensure proper logging aligned with ITIL processes.
Change Management
- Prepare and raise Change Requests (CRs) with scope, impact, risk, and rollback plans.
- Coordinate approvals and support CAB processes.
- Ensure compliance with change governance, SoD, and audit requirements.
Release Management and Documentation
- Support deployment activities (update sets, configurations) and release execution.
- Prepare release notes, deployment logs, and rollback plans.
- Perform pre/post deployment checks and maintain documentation.
Monitoring and Observability
- Monitor platform health, logs, alerts, and job executions across environments.
- Investigate issues and escalate recurring or critical incidents.
Root Cause Analysis and Problem Management
- Conduct RCA for major/recurrent issues and support permanent fixes.
- Document findings and update knowledge base/runbooks.
Communication and Coordination
- Act as liaison between users, stakeholders, and L3 teams.
- Provide updates on incidents, changes, and deployments.
- Maintain clear documentation and manage escalations.
Compliance and Access Control
- Ensure compliance with security, governance, and ITIL processes.
- Adhere to Segregation of Duties (SoD) and maintain audit documentation.
