L2 Technical Support Specialist

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

📋 Description

• Deliver Level 2 technical assistance for intricate incidents pertaining to the brightfin product functioning within the ServiceNow platform.

• Execute thorough investigations of customer issues and carry out root cause analyses.

• Install fundamental applications into customer ServiceNow environments.

• Conduct basic configuration activities, including tenant setup, MDM, API, and user criteria.

• Implement application upgrades, hotfixes, and enhancements (configuration only, no development required).

• Diagnose issues related to failed uploads, fulfillment tasks, connectivity, and instance synchronization.

• Offer timely technical support as a member of the second level (L2) support team.

• Work collaboratively with other teams on resolving issues and fixing bugs as necessary.

⛳️ Requirements

• Outstanding verbal and written communication abilities in English (B2–C1 level).

• 2–3 years of experience in Level 2 technical or product support.

• Practical experience with ServiceNow or a comparable ITSM platform.

• Demonstrated capability to troubleshoot and resolve technical issues.

• Strong orientation towards customer service and a problem-solving attitude.

• Basic comprehension of JavaScript (sufficient to read, understand, and debug scripts).

• Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent practical experience).

• Preferably, 2+ years of experience supporting complex technical incidents at L2 and/or L3 levels.

• ServiceNow (admin) certifications (e.g., CSA, CIS) are advantageous but not required.

• Excellent time management skills with a demonstrated ability to meet deadlines.

• Strong analytical and problem-solving capabilities.

• Effective supervisory and leadership skills.

• Ability to prioritize tasks and delegate when appropriate.

🏝️ Benefits

• Extended periods of sitting at a desk and working on a computer.