Job is active
ServiceNow Application Support Lead – L2
6 000 – 8 000 $
RECRUIT EXPRESS PTE LTDRiver Valley
About this job
Job Responsibilities
- Provide L2 Business Application Support for enterprise applications, ensuring timely resolution of incidents, service requests and application issues.
- Provide L1 support for AI Chatbot applications, including monitoring, troubleshooting, user support and escalation of complex issues.
- Troubleshoot application issues, perform root cause analysis (RCA) and coordinate with technical teams/vendors for resolution.
- Manage incidents, problems and service requests in accordance with ITIL-aligned processes and agreed SLAs.
- Provide strong hands-on support using ITSM platforms such as ServiceNow, Jira Service Management or Freshservice.
- Work closely with business users to understand application issues, gather requirements and recommend solutions or enhancements.
- Support UAT, application testing, deployment, release and post-production activities.
- Maintain application documentation, knowledge articles and troubleshooting guides.
- Monitor application performance and identify recurring issues for continuous improvement.
- Any other ad-hoc duties as assigned by supervisor
Job Requirements
- Diploma/Degree in Computer Science, Information Technology, Information Systems or related discipline.
- 5+ years of experience in Business Application Support or IT Service Management.
- Strong hands-on experience supporting enterprise/business applications at L2 level.
- Hands-on experience with ITSM platforms such as ServiceNow, Jira Service Management or Freshservice.
- Good knowledge of ITIL-aligned processes, including Incident, Problem, Change and Service Request Management.
- Experience in L1 AI Chatbot support is highly preferred.
- Experience working directly with business users and stakeholders.
- Experience in UAT, testing, deployment and production support.
- Demonstrated experience leading a project/team or mentoring junior team members within the past 1 year.
Interested applicants, please email your resume to Lisa (Lisha) Zhang
Email: [email protected]
CEI Reg No: R25157448
EA Licence No: 99C4599
Recruit Express Pte Ltd
Market insight
49% above median4 707 $
4 707 $4 707 $
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The employer lists 6 000 – 8 000 $ for this role at RECRUIT EXPRESS PTE LTD in River Valley. For comparison, the local market median is about 4 707 $ based on 3 844 similar offers.
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