rockITdata

ServiceNow Support Analyst

rockITdata

full-time

Posted on:

Location Type: Remote

Location: United States

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Tech Stack

ServiceNow

About the role

  • 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.

Requirements

  • Bachelor’s Degree or higher
  • 4 years of additional relevant experience may be substituted for education
  • Strong knowledge of Jira, and ServiceNow Incident, Request, Change, and Problem Management modules
  • Basic understanding of ServiceNow workflows, scripting (e.g., Business Rules, UI Actions), and customizations
  • Proficiency in using ServiceNow's reporting tools (Performance Analytics, Reporting, etc.)
  • Ability to quickly assess, troubleshoot, and resolve issues, providing clear and concise documentation of findings and solutions
  • Excellent written and verbal communication skills, with the ability to interact with technical and non-technical stakeholders effectively
  • Strong customer service mindset with a commitment to resolving issues efficiently and ensuring user satisfaction.
  • 2+ years of experience supporting and troubleshooting ServiceNow incidents, requests, and platform configurations (preferred)
  • ServiceNow Certified System Administrator (CSA) or ServiceNow Certified Implementation Specialist (CIS) preferred
  • Experience with advanced ServiceNow development (e.g., scripting, integration, creating custom applications) or familiarity with ServiceNow App Engine and other advanced features (preferred).
Benefits
  • Health insurance
  • Professional development opportunities
Applicant Tracking System Keywords

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

Hard Skills & Tools
ServiceNowJirascriptingBusiness RulesUI Actionsreporting toolsPerformance Analyticsworkflow creationcustom applicationsintegrations
Soft Skills
troubleshootingdocumentationcommunicationcustomer serviceproblem-solvingcollaborationtraininganalytical skillstime managementinterpersonal skills
Certifications
ServiceNow Certified System AdministratorServiceNow Certified Implementation Specialist