Monitoring and Support Analyst – ServiceNow
Chaintech®
full-time
Posted on:
Location Type: Remote
Location: Brazil
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Tech Stack
About the role
- Continuously monitor the health of the ServiceNow platform (production instances).
- Identify and address alerts, degradations and outages, acting proactively.
- Perform triage and incident management, ensuring logging, follow-up and communication.
- Execute technical validations, tests and initial analyses to support service restoration.
- Serve as the central point of contact between operations, internal teams and the vendor (when applicable).
- Produce follow-up reports, incident status updates and operational metrics.
- Monitor performance and support periodic reviews of environment stability and availability.
Requirements
- Previous experience with ServiceNow.
- Experience supporting production / monitoring / sustaining critical environments.
- Knowledge of incident management (ITIL concepts are a plus).
- Strong technical analysis skills and the ability to act with critical judgment (24x7 environment).
- Availability to work a 12x36 shift rotation (supporting 24x7 coverage).
- Work in a remote model (requires a suitable home office setup).
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
ServiceNowincident managementtechnical analysisproduction monitoringenvironment stabilityservice restorationalert managementdegradation managementoutage managementITIL
Soft skills
critical judgmentcommunicationproactive problem solvingreportingcollaborationfollow-uporganizational skillsavailabilityadaptabilityremote work