ServiceNow Application Support Lead – L2

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: lisazhang@recruitexpress.com.sg CEI Reg No: R25157448 EA Licence No: 99C4599 Recruit Express Pte Ltd