rockITdata

ServiceNow

• 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.

ServiceNow Support Analyst

Administration

• Administer and manage Jira and related Atlassian tools (e.g., Confluence, Jira Align) supporting 500+ remote users.
• Manage user access, roles, and permissions across groups to ensure compliance with security and governance requirements.
• Configure and maintain Jira projects, workflows, issue types, screens, fields, and automation rules.
• Establish and manage Kanban and Scrum boards, sprint configurations, and production tracking structures to improve transparency and delivery performance.
• Support and help coordinate the transition and alignment to Agile SAFe methodology utilizing Jira Align.
• Ensure the integrity and accuracy of databases used for process tracking and metrics reporting.
• Develop and maintain dynamic Power BI dashboards using automated scripts to visualize operational and performance metrics.
• Collaborate with team leads and executive leadership to support reporting needs and provide actionable insights for decision-making.
• Provide regular training and user support on JQL queries, custom workflows, issue creation, automation, and system best practices.
• Troubleshoot system issues, perform upgrades, and implement enhancements to improve functionality and user experience.
• Maintain system documentation, governance standards, and configuration controls.

ServiceNow Support Analyst

Jira Administrator