Ingeniero Service Now, Banca

This is a fully remote position, open to applicants in Peru.

📋 Description

• Provide specialized technical support and configuration for the ServiceNow platform.

• Engage in the implementation, maintenance, and optimization of processes related to Event Management, Incident Management, and Major Incident Management.

• Address and resolve Level II escalated incidents, requests, and problems associated with ServiceNow.

• Build and maintain REST integrations and Webhooks between monitoring tools and ServiceNow.

• Configure event rules, alerts, transformations, and incident automation.

• Implement and maintain flows in Flow Designer and Playbooks for process orchestration.

• Set up assignment rules, SLAs, and prioritization based on impact and urgency.

• Ensure proper relationships between events, alerts, incidents, and CMDB/CSDM components.

• Conduct technical testing, failure analysis, and performance optimization of the platform.

• Create dashboards and operational views for event tracking and service health monitoring.

• Monitor integrations, queues, and automated processes to ensure operational continuity.

• Document technical procedures, runbooks, and troubleshooting guides.

• Support deployments and production transition activities under change control frameworks.

• Participate in automation initiatives and continuous improvement within the ServiceNow operation.

• Configure automatic escalation by severity and manage Email Inbound Actions.

• Collaborate closely with infrastructure, operations, monitoring, and development teams.

⛳️ Requirements

• Minimum of 2 to 3 years of experience in support and configuration of ServiceNow platforms.

• Functional and technical knowledge in ITSM modules, Incident Management, Major Incident Management, and Event Management.

• Experience with integration using REST APIs, Webhooks, and service consumption.

• Proficiency in Flow Designer, Business Rules, Transform Maps, and basic/intermediate automation.

• Knowledge of CMDB and CSDM concepts.

• Experience in incident management, troubleshooting, and Level II support.

• Understanding of ITIL and best practices in IT service management.

• Strong analytical skills, attention to detail, and problem-solving abilities.

• Excellent communication skills and the ability to work collaboratively.

• ServiceNow Certified System Administrator (CSA) certification (preferred).

• Previous experience working with clients in the financial sector (preferred).

• Familiarity with monitoring tools such as Dynatrace, Grafana, or Zabbix (preferred).

• Experience in AIOps, Predictive Intelligence, or automation in ServiceNow (preferred).

• Knowledge of On-Call schemes and Major Incident Management processes (preferred).

• Proficient in operational dashboards and observability metrics (preferred).

🏝️ Benefits

• Not specified