Job DescriptionThe Impact You Will Have in This RoleDTCC's Application Operations organization is responsible for ensuring the reliability, stability, and continuous improvement of mission-critical platforms that support global financial market infrastructure.
As a
Lead Application Support Engineer - ServiceNow, you will be a key technical member of the ServiceNow Application Operations team, serving as the
sixth team member supporting DTCC's enterprise ServiceNow platform. This role blends
hands-on application support, platform administration, and targeted development, requiring strong operational rigor and deep ServiceNow platform knowledge.
You will partner closely with
US-based and India-based teams, development partners, infrastructure teams, and business stakeholders to support daily operations,
bi-weekly releases, upgrades, and continuous service improvements while meeting strict availability, performance, and control expectations.
Your Primary Responsibilities:
Platform Administration & Operations - Administer and support the ServiceNow platform for Application Operations, ensuring high availability, performance, and reliability.
- Provide Level 2 application and platform support, including troubleshooting incidents, service requests, and user issues.
- Respond to and resolve critical production incidents and alerts, including impact assessment, root cause analysis (RCA), corrective actions, and documentation.
- Participate in daily operational support and rotating on-call coverage, including weekends and holidays as scheduled.
Releases, Upgrades & Deployments - Plan and execute ServiceNow upgrades, patches, and instance clones across development, test, and production environments.
- Support bi-weekly production deployments (typically Thursdays), including release validation and post-deployment support.
- Manage update set migrations, ServiceNow development lifecycle activities, and controlled production deployments aligned with change management standards.
- Configure, manage, and monitor MID Servers to support integrations and platform connectivity.
ServiceNow Development & Enhancements - Perform hands-on ServiceNow development in support of operations, enhancements, and defect remediation.
- Configure and maintain Business Rules, Script Includes, UI Policies, UI Scripts, System Properties, Dictionary Tables, and platform integrations.
- Support and enhance ServiceNow modules including ITSM and Service Catalog, and preferably ITOM, CMDB, CSDM, Discovery, and Event Management.
- Partner with development teams to provide administrative and technical guidance during application design and implementation.
Process, Controls & Documentation - Maintain ITIL process alignment across Incident, Problem, Change, and Request workflows within defined SLAs.
- Develop, review, and maintain runbooks, operational documentation, and knowledge articles.
- Support internal and external audit activities by validating controls, preparing evidence, and ensuring compliance.
- Execute disaster recovery and business continuity procedures, including planned DR tests and unplanned events.
- Monitor platform risks and controls, escalating issues that pose operational or compliance concerns.
- Review ServiceNow release notes, advisories, and vendor communications to assess impact and required actions.
Continuous Improvement - Identify and implement automation opportunities to improve monitoring, alerting, deployments, and operational efficiency.
- Collaborate with global teams across multiple time zones, particularly US-India delivery models, to ensure smooth handoffs and coverage.
- Support ad hoc ServiceNow operational and administrative requests as needed.
Qualifications - Minimum of 6-8 years of Application Support / Application Operations, with 4+ years supporting ServiceNow.
- Bachelor's degree preferred or equivalent practical experience
Talent Needed for Success - Hands-on proficiency in ServiceNow administration and development, including JavaScript and Integration Hub.
- Strong experience supporting and configuring ITSM and Service Catalog modules.
- Solid understanding of ServiceNow upgrade lifecycle, patch testing, defect management, and instance cloning.
- Experience with CI/CD pipelines, DevOps automation, and Agile/Scrum environments.
- Hands-on experience with API testing and integrations.
- Strong analytical, troubleshooting, and problem-solving skills.
- Excellent communication and customer-service skills; able to work directly with end users and technical partners.
- Ability to work independently while collaborating effectively in a fast-paced, highly regulated environment.
Mandatory Certifications - ServiceNow Certified System Administrator (CSA)
- ITIL v3 or v4
Preferred - ServiceNow certifications such as Advanced System Administration, CAD, CIS (Discovery, Event Management).
- Experience with CMDB, CSDM, ITOM, Discovery, Event Management.
- Familiarity with test management / defect tracking tools such as JIRA or HP ALM.
- Experience working in regulated environments with strong audit and control requirements.
The salary range is indicative for roles at the same level within DTCC across all US locations. Actual salary is determined based on the role, location, individual experience, skills, and other considerations.
