Support ServiceNow-based application operations, incident analysis, request fulfillment, and enhancement documentation.
Respond to reported application incidents, performing investigation, troubleshooting, and providing effective customer-facing resolutions.
Identify root causes of reported issues and document defects within the ServiceNow ITSM environment to support long-term corrective action.
Escalate complex or recurring application issues to Tier 2 development or engineering teams as required.
Serve as the initial point of contact for application-related support requests; log, track, and update all tickets within ServiceNow.
Fulfill user requests such as access provisioning, permission changes, and application usage guidance within ServiceNow.
Communicate with users to guide them through system workflows and provide follow-up communication to ensure full resolution and customer satisfaction.
Analyze customer needs to elaborate, refine, and document enhancement requests within ServiceNow as Enhancement Records.
Participate in Agile user story grooming sessions to help convert enhancement requests into documented requirements suitable for development.
When qualified, implement approved configuration changes or minor updates to the ServiceNow platform in coordination with senior development staff.

Requirements

High School with 6-9 years (or commensurate experience)
Hands-on experience supporting user interactions, incident response, and service request handling within the ServiceNow platform.
Demonstrated ability to work collaboratively with stakeholders, technical teams, and cross-functional groups.
Excellent verbal and written communication skills for user support and documentation.
Clearance Required: Ability to obtain and maintain a Public Trust Security Clearance (secret preferred)
Preferred:
Experience supporting the U.S. Coast Guard or similar federal agency environments.
Familiarity with ITIL-aligned best practices, including Incident, Problem, Change, Asset, and Service Level Management.
ServiceNow Administrator Certification.
ITIL Foundation Certification.
ServiceNow Developer Certifications.
Experience working with ServiceNow administration, workflows, service catalog, and CMDB

Benefits

Employee Assistance Program (EAP)
Corporate Discounts
Learning & Development platform, to include certification preparation content
Training, Education and Certification Assistance*
Referral Bonus Program
Internal Mobility Program
Pet Insurance
Flexible Work Environment

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

ServiceNowincident analysistroubleshootingrequest fulfillmentconfiguration changesenhancement documentationuser access provisioningservice catalogCMDBAgile

Soft Skills

customer-facing resolutionscollaborationcommunicationstakeholder engagementproblem-solvingdocumentationuser supportfollow-upanalytical skillsteamwork

Certifications

ServiceNow Administrator CertificationITIL Foundation CertificationServiceNow Developer Certifications