Remote ServiceNow Service Request Analyst

Summary

Join our Crew! We are hiring a ServiceNow Service Request Analyst to join our India team in support of a large global client. As a Service Request Analyst, you will work alongside other members of the NewRocket team, Engineering and Support teams, across ServiceNow services and platforms, assigned to support one client.

Requirements

• 2+ years' experience working ServiceNow ITSM Platform
• Debugging skills
• Knowledge of ServiceNow core platform functionalities, including incident management, change management and service catalog
• Experience collaborating with multiple groups such as internal business or engineering units, customers, and/or vendors to drive results
• Excellent communication and documentation skills, with the ability to convey complex technical concepts to both technical and non-technical audiences
• Comfortable raising risks & issues to Senior Management
• Ability to delivery high degree of customer satisfaction
• Comfortable working in a matrixed organization
• Comfortable working with ambiguity & change
• A four-year undergraduate degree in Computer Science, Computer Engineering, Information Systems or demonstrated work experience

Responsibilities

• Manage the daily activities and tasking of service requests
• Provide 1st and 2nd line customer support as primary contact for the client
• Fulfill service requests or escalate them to appropriate DevOps teams as efficiently as possible
• Ownership of incidents and requests, collaborating with colleagues and clients stakeholders in order to deliver innovative, appropriate and timely solutions
• Provide efficient resolution of issues, with an excellent user experience as the primary objective
• Point of contact for technical assistance and best-in-class experience for all client requests

Benefits

Diverse and inclusive workplace