ServiceNow Platform Analyst

Summary

Join NewRocket, a global ServiceNow partner, as a ServiceNow Platform Analyst in our India team! This remote role supports a large global client, offering an opportunity to work on a massive ServiceNow implementation. You will maintain the health and security of the ServiceNow platform, handle upgrades and patches, and resolve incidents and requests. The ideal candidate has 3-5 years of experience, strong communication skills, and a basic understanding of ServiceNow. A four-year degree in a relevant field or equivalent experience is required, along with a commitment to ongoing ServiceNow certifications. NewRocket values diversity and inclusion, offering a supportive and collaborative work environment.

Requirements

• 3-5 years of work-related experience
• Strong written and verbal communication skills
• Strong attention to detail
• Basic technical skills
• Broad understanding of the ServiceNow domain areas
• General understanding of practices and principles within ServiceNow Managed Services
• Comfortable working in a matrixed organization
• A four-year undergraduate degree in Computer Science, Computer Engineering, Information Systems or demonstrated work experience
• The candidate must be willing and able to continue their education within the ServiceNow platform and beyond. It is expected that the candidate will be able to complete ServiceNow competency Certifications as well as Module Accreditations

Responsibilities

• Support and maintain the health of the ServiceNow environments
• Update and track active cases and client tickets for incidents, requests, questions, enhancements, and defects, adhering to customer SLAs
• Address client incidents and requests, including assessing non-routine circumstances and using sophisticated problem solving techniques to identify causes and/or issues
• Resolves and assesses a wide range of issues with a diverse scope, and works to resolve them in creative ways and suggests variations in approach; expected to devise solutions based on limited information and adapts existing approaches to resolve issues
• Platform administration to meet client requirements
• Handle Upgrade and Patching Manager with Client Patching and Upgrades to ensure instance is current
• Monitor performance to ensure platform health
• Maintain detailed records, documentation and playbooks for the platform
• May perform additional duties as assigned

Preferred Qualifications

ServiceNow CSA and CIS (Preferred)

Benefits

Remote work