ServiceNow Support Analyst
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
ServiceNow Tier 2 Analyst responsible for advanced support and troubleshooting of ServiceNow platform issues. Providing root cause analysis and collaborating with other teams for resolution.
Responsibilities:
- Act as the escalation point for complex incidents and service requests that have been escalated from Tier 1 support, ensuring timely resolution.
- Analyze and troubleshoot ServiceNow platform issues, including but not limited to workflows, customizations, integrations, and configurations, while providing root cause analysis and solution recommendations.
- Assist with basic system configuration, workflow creation, and customization of the ServiceNow platform as needed, under the guidance of senior administrators.
- Create and update knowledge articles for recurring issues or best practices to enhance the efficiency of the support team and end-users.
- Work with Tier 1 analysts to identify and resolve common issues, and collaborate with other teams (e.g., development, infrastructure, and operations) to ensure timely resolution of complex problems.
- Proactively monitor the health of the ServiceNow platform and perform routine maintenance tasks as directed, escalating issues to Tier 3 support when necessary.
- Provide assistance to end-users on using the ServiceNow platform, including troubleshooting user access issues, guiding users through processes, and offering training as needed.
- Participate in the review and implementation of changes to the ServiceNow environment, ensuring minimal disruption to service.
- Assist with generating reports and dashboards to analyze platform performance, trends in incident and request volumes, and provide actionable insights to management.
Requirements:
- Bachelor’s Degree or higher
- 4 years of additional relevant experience may be substituted for education
- Strong knowledge of Jira, and ServiceNow Incident, Request, Change, and Problem Management modules
- Basic understanding of ServiceNow workflows, scripting (e.g., Business Rules, UI Actions), and customizations
- Proficiency in using ServiceNow's reporting tools (Performance Analytics, Reporting, etc.)
- Ability to quickly assess, troubleshoot, and resolve issues, providing clear and concise documentation of findings and solutions
- Excellent written and verbal communication skills, with the ability to interact with technical and non-technical stakeholders effectively
- Strong customer service mindset with a commitment to resolving issues efficiently and ensuring user satisfaction.
- 2+ years of experience supporting and troubleshooting ServiceNow incidents, requests, and platform configurations (preferred)
- ServiceNow Certified System Administrator (CSA) or ServiceNow Certified Implementation Specialist (CIS) preferred
- Experience with advanced ServiceNow development (e.g., scripting, integration, creating custom applications) or familiarity with ServiceNow App Engine and other advanced features (preferred).
Benefits:
- Health insurance
- Professional development opportunities
Similar Jobs
ITSM Advisor, ServiceNow
ITSM Advisor developing and optimizing IT Service Management practices at Red River. Collaborating across teams to enhance ITIL processes and governance frameworks.
ServiceNow Project Management Implementation Manager
ServiceNow Project Management Implementation Manager implementing SPM and PPM capabilities. Consulting with stakeholders to enhance project management capabilities and support enterprise workflows.
Director, Business Transformation – ServiceNow
Director of Business Transformation leading enterprise-wide transformation of Services organization through ServiceNow. Spearheading redesign and optimization of professional services and workflows for delivery excellence and customer satisfaction.
ServiceNow Architect
ServiceNow Architect for GDIT leading high visibility IT modernization projects. Collaborating with Federal leadership and managing complex solution architecture initiatives.
ServiceNow Scrum Master
ServiceNow Scrum Master guiding Agile teams for federal clients at Bravium Consulting. Leading Scrum ceremonies, coaching, and ensuring high-quality ServiceNow implementations.
Senior ServiceNow ITOM Developer – Ongoing, Embedded Role
Offshore Senior ServiceNow ITOM Developer focused on enhancing ITOM capabilities post-implementation for an ongoing engagement addressing scaling solutions.
Offshore ServiceNow ITOM Architect – 8-Week Implementation Contract
Offshore ServiceNow ITOM Architect for a short-term engagement delivering core ITOM capabilities. Focused on service modeling, mapping, and event management under CSDM best practices.
ServiceNow Architect
ServiceNow Architect consulting on architecture best practices for client solutions in agile teams. Collaborating effectively to analyze and design enterprise processes on the ServiceNow platform.
ServiceNow Engineer
ServiceNow Engineer partnering with an architect to implement scalable healthcare insurance solutions. Configuring and developing CSM and HCLS modules for efficient operations.
Senior ServiceNow Developer
Senior ServiceNow Developer designing, developing, and maintaining ITSM solutions for Hunter Strategy. Collaborating with teams to optimize ServiceNow capabilities and automate operations.
Tech Lead – ServiceNow
Tech Lead for ServiceNow overseeing development teams and translating business needs into technical solutions in São Paulo. Ensuring project delivery and team guidance for optimal processes.
Senior ServiceNow Developer, Secret Clearance
Senior ServiceNow Developer leading configuration and development for Federal clients. Seeking a technical resource with ServiceNow expertise and strong development experience.
ServiceNow Developer – Senior, ITOM/CMD
ServiceNow developer focused on ITOM solutions at a global leader in digital services. Join an innovative team dedicated to technology and strategic data management.
ServiceNow Analyst
Analyste ServiceNow soutenant le développement et l’optimisation d’une plateforme pour un client international. Télétravail 100% avec possibilité de renouvellement.
ServiceNow Developer
ServiceNow Developer supporting application development and system components for a global technology solutions company. Contributing to technical solutions, system features, and team mentoring.
ServiceNow Developer
ServiceNow Developer supporting applications and system features at Unisys. Work remotely from Mexico while contributing to design, development, and testing of system features.
ServiceNow Development
ServiceNow Developer focused on developing, configuring, and customizing applications on the platform. Collaborating with cross-functional teams to deliver efficient solutions.
Senior Consulting Engineer – ServiceNow
Senior Consulting Engineer designing and delivering ServiceNow solutions at CDW. Providing mentorship and ensuring client satisfaction through high-quality technology solutions.
Senior Business Analyst – ServiceNow
Business Analyst leading the requirements gathering for ServiceNow projects. Acting as liaison between business areas and technical teams while ensuring best practices are followed.
ServiceNow Systems Analyst
ServiceNow Systems Analyst designing business-focused IT solutions for process improvements. Collaborating with various stakeholders and providing technical guidance in ServiceNow implementations.