Technical Support Specialist

Job Category: Technology and IT
Job Type: Remote
Job Location: United States
Salary: Competitive salary
Company Name: US Tech Solutions

About the Role
We are seeking ServiceNow Technical Support Engineers (L2 & L3) to provide advanced technical and operational support for Discovery, CMDB, and integrations on the ServiceNow platform. This 12-month contract role combines day-to-day support with project work, focusing on system reliability, data accuracy, and process improvement. You will work closely with the Platform Team and CI Class Owners to ensure optimal performance and governance across the ServiceNow environment.

Key Responsibilities

Discovery Support

  • Monitor, maintain, and optimize the ServiceNow Discovery tool.

  • Troubleshoot and resolve Discovery-related errors and issues.

  • Manage Discovery schedules and credentials for accuracy.

  • Perform non-production testing and validate production updates after biweekly releases, including occasional evening hours.

CMDB Management

  • Maintain CMDB health by resolving duplicates, orphans, and compliance issues.

  • Audit CMDB data regularly to identify inconsistencies or stale data.

  • Collaborate with CI Class Owners to enhance data accuracy and governance.

  • Recommend improvements for CMDB processes and support implementation.

Integration & Platform Support

  • Provide technical support for ServiceNow integrations using REST/SOAP APIs and MID Servers.

  • Understand data flows, transform maps, and import sets to troubleshoot and optimize integrations.

  • Collaborate with the Platform Team on integration updates and enhancements.

General Support & Collaboration

  • Provide L2 and L3 support for ServiceNow incidents and service requests.

  • Participate in ServiceNow enhancement and upgrade projects.

  • Document issues, resolutions, and technical workflows to support knowledge sharing.

Required Experience & Skills

  • 10+ years of IT experience with a strong ServiceNow focus.

  • Hands-on expertise in ServiceNow Discovery, CMDB, and integrations.

  • Experience with Transform Maps, Import Loads, and MID Server setup.

  • Strong analytical, problem-solving, and troubleshooting abilities.

  • Familiarity with ITIL processes and CMDB governance practices.

Preferred Qualifications

  • ServiceNow Administrator and/or Implementation Specialist certifications.

  • ITIL v3 or v4 Foundation certified.

  • Experience working remotely within distributed teams.

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