ServiceNow Service Request Analyst

Summary

Join NewRocket, a global ServiceNow partner, as a ServiceNow Service Request Analyst in our India team! This remote role supports a large global client, offering an opportunity to work on a world-class ServiceNow implementation. You will manage daily service requests, provide first and second-line customer support, and collaborate with various teams. The ideal candidate possesses 2+ years of ServiceNow ITSM platform experience, strong communication skills, and a willingness to pursue ServiceNow certifications. NewRocket values diversity and inclusion, offering a supportive and collaborative work environment.

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
• Willingness and ability to continue education within the ServiceNow platform and beyond, completing ServiceNow competency Certifications as well as Module Accreditations

Responsibilities

• Manage the daily activities and tasking of the service requests
• Provide 1st and 2nd line customer support
• Serve as primary contact for the client and ensure that service delivery aligns with company standards
• Fulfill service requests or escalate them to appropriate DevOps teams as efficiently as possible
• Own 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
• Serve as Point of contact for technical assistance and best-in-class experience for all client requests
• Identify problems in a timely manner, gather and analyze information skillfully; develop alternative solutions and resolve problems in early stages

Preferred Qualifications

ServiceNow CSA and CIS Certifications

Benefits

Remote work