ServiceNow Support Analyst

Summary

Join rockITdata, a veteran, minority, and woman-owned small business, as a ServiceNow Support Analyst. You will be responsible for monitoring ServiceNow, responding to and triaging tickets, handling issue notifications, and monitoring application dashboards. Excellent communication and collaboration skills are essential. The role requires experience in ticket management systems, helpdesk settings, user training, and ticket escalation processes, along with troubleshooting and advanced technical support skills. A Bachelor's degree or higher and 2 years of experience (or 4 years of relevant experience in lieu of education) are required. The position involves rotating shifts, including nights and weekends. rockITdata is committed to its 10 Guiding Principles and offers a unique and fast-paced work environment.

Requirements

• Have ticket management system experience
• Have helpdesk settings experience
• Have user training experience
• Have ticket escalation process experience
• Have troubleshooting skills
• Have advanced technical support skills
• Be familiar with escalation pathways
• Work the following shifts: 4pm - 4am Sunday through Wednesday one week, Sunday through Thursday next week (rotating schedule)
• Work the following shifts: 4pm - 4am Wednesday through Saturday one week, Thursday through Saturday next week (rotating schedule)
• Work the following shifts: 8am - 4pm Saturday and Sunday and Holidays
• Have a Bachelor’s Degree or higher
• Have 2 years of experience, or 4 years of additional relevant experience may be substituted for education

Responsibilities

• Monitor ServiceNow
• Respond to tickets
• Triage tickets
• Handle issue notifications
• Monitor application dashboards

Preferred Qualifications

Obtain and maintain a Public Trust (Moderate Risk) clearance