Provide Level 2 technical support for complex incidents related to the brightfin product operating within the ServiceNow platform.
Conduct in-depth investigation of customer issues and perform root cause analysis
Install basic applications into customer ServiceNow environments
Perform basic configuration tasks: tenant setup, MDM, API, and user criteria
Implement app upgrades, hotfixes, and enhancements (configuration only, no development)
Troubleshoot issues related to failed uploads, fulfillment tasks, connectivity, and instance synchronization
Provide prompt technical support as part of the second level (L2) support team
Collaborate with other teams on issue resolution and bug fixes if needed

Excellent verbal and written communication skills in English (B2–C1 level)
2–3 years of experience in Level 2 technical or product support
Hands-on experience with ServiceNow or a similar ITSM platform
Proven ability to troubleshoot and resolve technical issues
Strong customer service orientation and problem-solving mindset
Basic understanding of JavaScript (enough to read, understand, and debug scripts)
Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent practical experience)
2+ years of experience supporting complex technical incidents at L2 and/or L3 level is preferred
ServiceNow (admin) certifications (e.g., CSA, CIS) are preferred but not mandatory.
Excellent time management skills with a proven ability to meet deadlines.
Strong analytical and problem-solving skills.
Strong supervisory and leadership skills.
Ability to prioritize tasks and to delegate them when appropriate.

L2 Technical Support Specialist

Key skills