ServiceNow Web Developer
Southern Illinois Healthcare
ITSMServiceNow
Job Level
Mid-LevelSenior
Tech Stack
CloudITSMMacOSServiceNow
About the role
- Act as the first point of contact for technical issues; handle incident triage, account access, and basic troubleshooting across desktops, laptops, mobile devices, and peripherals.
- Assist users via walk-ins, phone, email, and the ServiceNow platform; provide dedicated VIP support.
- Set up and configure devices (IMAC); resolve issues with Windows, macOS, Office 365, VPN, and connectivity.
- Maintain accurate ticket records, solutions, and process documentation.
- Ensure conference rooms and A/V systems are operational and provide quick technical support during meetings.
- Escalate complex issues to remote support teams and follow through on resolutions; meet established SLAs for response and resolution times.
- Partner with IT teams to improve automation, self-service options, and the overall user experience.
Requirements
- Demonstrated expertise in diagnosing and resolving issues on Windows and macOS, including Office 365, VPNs, and network connectivity.
- Practical experience in device deployment, configuration, and IMAC (Installs, Moves, Adds, and Changes) processes.
- Knowledge of IT service management tools (ServiceNow preferred) and proficiency with remote support tools such as ProxyPro or Microsoft Teams.
- Strong customer service orientation with experience supporting VIP users professionally.
- Possession of relevant certifications, such as CompTIA A+, ITIL Foundation, or equivalent (preferred).
- Good command in English and Japanese.
- Adaptable to a hybrid work environment with rotational shift schedules, including weekends.
- Role open to expats with permanent residence in Japan.
