ServiceNow Data Analyst – Operations Lead
Newfire Global Partners
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $110,000 - $138,000 per year
Job Level
Senior
Tech Stack
ServiceNow
About the role
- Coordinate daily operations of the Tier 3 support team, ensuring timely and effective resolution of production issues.
- Conduct in-depth analysis of incident tickets to identify trends, ensure accurate categorization, and facilitate smooth handoffs to engineering for resolution.
- Act as a liaison between Tier 1, Tier 2, and Tier 3 support teams to manage escalations and ensure smooth handoffs.
- Oversee ServiceNow queue management, ticket hygiene, SLA/OLA oversight and workflow optimization.
- Develop and maintain ServiceNow reports and dashboards to monitor incident trends, SLA adherence, and team performance.
- Provide regular operational reporting to leadership and stakeholders.
- Identify and analyze recurring issues to support root cause analysis and continuous improvement.
- Partners with engineers, product, QA, and scrum teams to ensure support readiness for new releases and features.
- Communicate effectively across technical and non-technical teams to ensure transparency and alignment.
- Representing Tier 3 operations in cross-functional meetings and planning sessions.
Requirements
- 3+ years of experience in production support or technical coordination roles.
- Experience in healthcare managed care services, with a strong understanding of Utilization Management and Care Management practices.
- Strong proficiency in ServiceNow and Jira, including reporting and dashboard creation.
- Experience working in a multi-tiered support environment.
- Excellent organizational, analytical, and communication skills.
- Applicants must be authorized to work in the United States for any employer
- This role requires travel for up to 5% of work-time.
- This role requires support of the business hours, 8 am to 5 pm EST.
Benefits
- Remote-first environment with company provided computer
- Thirteen paid holidays per year (average)
- Medical, dental and vision coverage with multiple levels of coverage
- HSA, FSA and Dependent Care accounts
- Short-term and Long-term disability
- Life and accidental death insurance
- Discounted voluntary benefits, such as additional life insurance
- Employee Assistance Program
- Paid Parental Leave
- Flexible vacation time
- 401(k) with employer matching and immediate vesting
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
ServiceNowJiraincident analysisSLA managementreportingdashboard creationworkflow optimizationroot cause analysisproduction supporttechnical coordination
Soft skills
organizational skillsanalytical skillscommunication skillscollaborationproblem-solvingleadershipinterpersonal skillstransparencyalignmentescalation management