ServiceNow Technical Support Specialist

Our Company

Explore how you can contribute at AmeriLife.

For over 50 years, AmeriLife has been a leader in the development, marketing and distribution of annuity, life and health insurance solutions for those planning for and living in retirement.

Associates get satisfaction from knowing they provide agents, marketers and carrier partners the support needed to succeed in a rapidly evolving industry.

Job Summary

Location: Remote. (If within a 1-hour driving distance, hybrid schedule with in-office presence twice a week).
Department: IT Applications
Reports To: Sr. Director, IT Applications, Enterprise Architecture & Business Engagement
About AmeriLife
AmeriLife is a national leader in developing, marketing, and distributing life and health insurance, annuities, and retirement planning solutions. We empower people to live longer, healthier lives by providing innovative solutions and exceptional service through our vast network of agents and partners.
Job Summary
We are seeking a detail-oriented and customer-focused ServiceNow Technical Support Specialist to provide technical assistance and support for our ServiceNow platform. This role involves troubleshooting issues, supporting end-users, maintaining platform stability, and collaborating with internal teams to ensure optimal performance of ServiceNow applications.

Job Description

Key Responsibilities

• Provide support for ServiceNow-related incidents and service requests.
• Troubleshoot and resolve issues related to ServiceNow modules such as Incident, Problem, Change, Request, and Knowledge Management.
• Monitor platform performance and escalate critical issues to development or infrastructure teams.
• Assist with user access, role assignments, and configuration changes.
• Document solutions and create knowledge base articles for recurring issues.
• Collaborate with ServiceNow developers and administrators to implement fixes and enhancements.
• Participate in testing and validation of updates, patches, and new features.
• Ensure compliance with ITIL processes and internal support standards.

Qualifications

• Bachelor’s degree in computer science, Information Systems, or a related field (or equivalent experience).
• 4+ years of hands-on experience in the Information Technology field.
• 2+ years of technical hands-on experience on a ServiceNow platform.
• Strong knowledge of ServiceNow platform architecture and capabilities.
• Experience in ServiceNow scripting (JavaScript, Glide, etc.) and configuration is a plus.
• Experience with platform upgrades, configuration, and third-party integrations is a plus.
• Excellent problem-solving, communication, and collaboration skills.

Certifications:

• ServiceNow Certified Application Developer (CAD) or ServiceNow Administrator – Preferred.
• ITIL certification or familiarity with ITIL principles - Preferred.

Travel:

• Onsite presence is expected one week a month.

Why Join AmeriLife?

At AmeriLife, we empower people to live longer, healthier lives through access to trusted insurance and retirement solutions. You’ll be part of a fast-growing organization committed to innovation, integrity, and excellence. This role offers a chance to shape agent technology that directly supports thousands of agents nationwide.