Role Overview
We are seeking a skilled ServiceNow Platform Support Specialist to support implementation, enhancement, and operational activities across ITSM and CMDB modules within a self-hosted ServiceNow environment hosted on AWS.
The role will focus on platform configuration, release management, workflow enhancements, CMDB alignment, service portal support, and day-to-day operational support across multiple environments. The ideal candidate should have strong hands-on experience in ServiceNow ITSM modules, Flow Designer, catalog management, and platform governance within enterprise environments.
Key Responsibilities
- Support implementation, configuration, enhancement, and operational activities for ServiceNow ITSM and CMDB modules.
- Manage release and deployment activities including update set promotion across Dev, SIT, QA, and Production environments.
- Handle deployment conflict resolution and ensure governance processes are followed for all releases.
- Configure and maintain Service Catalog items, forms, workflows, variable sets, approval flows, and fulfillment configurations.
- Develop and enhance workflows using Flow Designer, business rules, UI policies, catalog client scripts, and script includes.
- Support integration changes including event payload broadcasting and API-related updates.
- Maintain and update SLA configurations and reporting logic.
- Support Knowledge Base article creation, governance, structure maintenance, and user access management.
- Manage tenant onboarding and offboarding activities, including automation workflows and go-live support.
- Support Service Portal enhancements, taxonomy updates, tagging structures, and catalog categorization.
- Configure and maintain CMDB foundation data including Configuration Items (CI), services, service offerings, and fulfillment groups.
- Ensure CMDB alignment with CSDM standards and support business process mapping activities.
- Conduct UAT, OSAT, troubleshooting, defect resolution, and knowledge transfer activities.
- Maintain technical documentation including runbooks, playbooks, BRDs, SDDs, and HOTO documents.
Required Skills
- Strong hands-on experience with ServiceNow ITSM modules including Service Request (SR), Knowledge Base (KB), CMDB, and Service Portal.
- Experience working with:Flow DesignerBusiness RulesCatalog Client ScriptsScript IncludesUI PoliciesService Catalog
- Strong understanding of CMDB and CSDM framework alignment.
- Experience managing release and deployment activities within ServiceNow environments.
- Familiarity with API integrations, event payload handling, and automation workflows.
- Experience supporting enterprise ServiceNow environments hosted on AWS or cloud infrastructure.
- Strong troubleshooting, analytical, and problem-solving skills.
- Ability to manage multiple tasks and work in fast-paced enterprise environments.
- Good stakeholder communication and documentation skills.
Preferred Skills
- Experience supporting self-hosted ServiceNow environments.
- Exposure to ITIL processes and enterprise governance frameworks.
- Experience supporting onboarding and go-live activities.
- Familiarity with Service Mapping and Business Impact Analysis.
- Exposure to regulated or large-scale enterprise environments.
Additional Information
- Location: Bangkok, Thailand
- Employment Type: Contract / Project-Based
- Experience Level: Mid to Senior Level
Application Note
Interested applicants may send their CV directly to [Confidential Information] for consideration.
