Hi
Please share the best resumes with LinkedIn who can speak Spanish
Pay rate $40/hr max
ServiceNow Support Specialist Contract
Remote – LATAM and/or ANZ time zones.
Bilingual proficiency in English and Spanish (Portuguese is preferred).
Ability to work across LATAM and/or ANZ time zones.
Stable Team Project – ServiceNow Support Specialists
We are seeking ServiceNow Support Specialist to provide support for our customer service agents located in LATAM and ANZ time zones. The ideal candidates will have a technical background and a customer-first mindset, with experience in ServiceNow and CSM. Bilingual proficiency in English and Spanish and/or Portuguese is preferred.
Key Responsibilities:
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Customer Support & Coordination:
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Support customer service agents in LATAM and ANZ, including periodic service reviews and weekly touch-base calls.
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Communicate planned/unplanned outages to stakeholders and support audit activities.
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Ensure operational excellence by resolving tickets within SLAs and reducing incident volume.
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Incident & Problem Management:
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KA creation / improvements related to ServiceNow platform and applications.
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Develop strategy to reduce ServiceNow L2 incident volume.
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Address break-fix incidents, perform root cause analysis, and implement preventive measures.
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Develop reusable knowledge assets for incident resolution and prevention.
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Collaborate with the Digital Command Center (DCC) to handle major incidents.
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Change & Configuration Management:
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Manage application changes, including impact assessments, validation, and compliance with SoX and GxP.
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Maintain and update application configurations and technical information in CMDB.
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Evaluate planned application changes – with an aim of minimizing impact on application availability and/or operational efficiencies.
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Maintains Server /DB Patching.
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Performance & Monitoring:
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Monitor system performance, capacity, and health, escalating and resolving exceptions as necessary.
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Proactively plan and support performance improvements, including data archival and lifecycle management.
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Application Lifecycle Management (ALM) & Technology Lifecycle Management (TLM).
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Plan and support the Data Archival Process.
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Application Enhancements & Integration:
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Contribute to roadmap initiatives such as WhatsApp for Business integration, Oracle integration, and enhancements to case management, reporting, and returns management.
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Collaborate on new module development, instance setup, and platform upgrades.
Qualifications:
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Experience with ServiceNow/CSM.
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High-level architectural understanding of AIM, Qualtrics, DMS, or Genesys.
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Technical skills in incident, change, and configuration management.
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Familiarity with performance optimization tools and processes.
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Bilingual proficiency in English and Spanish (Portuguese is preferred).
Other Requirements:
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Ability to work across LATAM and/or ANZ time zones.
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Strong problem-solving skills and ability to manage multiple tasks effectively.
This is an exciting opportunity to contribute to a global team, ensuring the health and performance of critical customer service applications.
Thank you & Regards
Ashish Sharma
Recruiter, PiplNow LLC
ashish@piplnow.com |[www.piplnow.com]www.piplnow.com 
https://www.linkedin.com/in/ashish-sharma-19b22116b/
