Company Overview: brightfin provides clients with a suite of IT financial management and managed software subscriptions to enable your organization to rationalize, comprehend, normalize, optimize, and allocate spend to clearly show IT’s value in delivering revenue, services, and organizational enablement for the enterprise.   Job Summary: Provide Level 2 technical support for complex incidents related to the brightfin product operating within the ServiceNow platform. This role involves in-depth troubleshooting, effective communication with customers via email/incidents, and collaboration with internal teams to ensure timely resolution of technical issues. Essential Functions / Duties / Responsibilities: * 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 Minimum Qualifications: * 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 * Required Knowledge/Skills/Abilities: * Proven ability to troubleshoot and resolve technical issues * Excellent verbal and written communication skills in English (B2–C1 level) * Strong customer service orientation and problem-solving mindset * Basic understanding of JavaScript (enough to read, understand, and debug scripts) * Ability to clearly explain technical concepts to both technical and non-technical audiences Education * Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent practical experience). Experience * 2+ years of experience supporting complex technical incidents at L2 and/or L3 level is preferred Certifications * ServiceNow (admin) certifications (e.g., CSA, CIS) are preferred but not mandatory. Required Knowledge/Skills/Abilities:  * 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 * 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. Location: Remote, Ukraine Private Entrepreneur Physical Requirements: Prolonged periods of sitting at a desk and working on a computer The above is intended to describe the general content of and requirements for the performance of this job.  It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements.  Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. brightfin is an equal opportunity employer. The company will consider all qualified applicants without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, disability, veteran or military status, age, genetic information or other characteristics protected by federal, state, or local applicable law. Candidates are subject to a background check.  All employees must adhere to brightfin’s Information Security and Privacy policies and procedures.