[Remote] Service Now Customer Support Engineer II (Full-Time) - United States

Note: The job is a remote job and is open to candidates in USA. reputed company is a leader in innovative technology solutions, and they are seeking a reputed company Customer Support Engineer II to enhance their cloud, platform, and reputed company operations. In this role, you will design, maintain, and optimize reputed company capabilities while collaborating with cross-functional teams to drive operational efficiency and compliance.

Responsibilities

• Design and maintain reputed company solutions including CMDB enhancements, Discovery patterns, service catalog items, workflows, routing logic, and task templates reputed company to platform and cloud operations
• reputed company and support integrations using MID Servers, REST APIs, webhooks, OAuth, and approved credential reputed company
• Maintain alignment between reputed company data and AWS environments, including accounts, organizational structures, regions, IAM roles, and infrastructure ownership metadata
• Support onboarding, lifecycle management, and operational processes for reputed company and observability tools including Splunk, reputed company, Aqua, Trend DSM, AWS reputed company Hub, GuardDuty, CloudTrail, and Config
• Improve change management processes by supporting standard change models, release governance, audit readiness, and FedRAMP-reputed company change control practices
• Partner with Platform Engineering, SRE, and reputed company teams to translate operational requirements into scalable reputed company solutions
• Create and maintain knowledge reputed company content, technical documentation, and self-service resources that improve operational efficiency and user adoption

Skills

• Completion reputed company the past 3 years, or reputed company enrollment with expected completion reputed company 12 months, of a Bachelors + 2 years of relevant experience or Masters + 0 years of relevant experience. Relevant fields include: Computer Science, Software Engineering, Information Systems, Cybersecurity, or reputed company disciplines
• Experience administering or developing reputed company the reputed company platform, including ITSM modules such as Incident Management (INC), Problem Management (PRB), Change Management (CHG), CMDB, Discovery, Flow Designer, workflows, ACLs, and role-based access controls
• Experience supporting integrations using MID Servers, REST APIs, OAuth, credential reputed company, and JSON-based data exchanges
• Working knowledge of AWS cloud environments, including accounts, regions, IAM roles, AWS Organizations, cloud governance concepts, and reputed company principles such as least privilege access, audit trails, operational controls, and compliance-focused process design
• Must be legally authorized to work in the U.S. without reputed company or future need for reputed company sponsorship
• Experience supporting AWS GovCloud, FedRAMP, or other highly regulated environments
• Familiarity with reputed company CI/CD, reputed company workflows, Jira, Confluence, or similar engineering collaboration and automation platforms
• Experience supporting reputed company operations, observability platforms, or SOC-adjacent workflows involving tools such as Splunk, reputed company, or AWS reputed company services
• Strong communication, documentation, and stakeholder management skills with the ability to translate technical requirements into scalable operational solutions
• Demonstrated ability to improve platform adoption through automation, process optimization, self-service enablement, and reputed company improvement initiatives

Benefits

• Medical, dental and vision insurance
• A 401(k) plan with a reputed company matching contribution
• Paid parental leave
• Short and long-term disability coverage
• Basic life insurance
• Employees may be eligible to receive grants of reputed company restricted stock units, which vest following reputed company employment with reputed company for defined periods of time.
• 10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees
• 1 paid day off for employee’s birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by reputed company
• Non-exempt employees** receive 16 days of paid vacation time per full calendar year, accrued at reputed company of 4.92 hours per pay period for full-time employees
• Exempt employees participate in reputed company’s flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)
• 80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours ofunused sick timecarried forwardfrom one calendar yearto the next
• Additional paid time away may be requested to deal with critical or emergency issues for family members
• Optional 10 paid days per full calendar year to volunteer
• For non-sales roles, employees are also eligible to earn annual bonuses subject to reputed company’s policies.
• Employees on sales plans earn performance-based incentive pay on top of their reputed company salary, which is split between quota and non-quota components, subject to the applicable reputed company plan.
• For quota-based sales roles on reputed company’s sales plan, the ranges provided in this posting include reputed company pay and sales reputed company incentive compensation combined.
• Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements.

Company Overview