ServiceNow Support Analyst

Summary

Join rockITdata's dynamic IT Service Management team as a ServiceNow Tier 2 Analyst. You will provide advanced support and troubleshooting for ServiceNow platform issues, ensuring optimal performance and high customer satisfaction. Collaborate with other teams to resolve complex incidents and service requests, and drive continuous improvements. Responsibilities include acting as an escalation point for complex issues, analyzing and troubleshooting platform problems, assisting with system configuration, creating knowledge articles, and monitoring platform health. The position requires a Bachelor's degree or equivalent experience, strong ServiceNow knowledge, and excellent communication skills. Part-time work is available with specific shift requirements.

Requirements

• Bachelor’s Degree or higher
• 4 years of additional relevant experience may be substituted for education
• Strong knowledge of 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

Responsibilities

• 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

Preferred Qualifications

• Obtain and maintain a Public Trust (Moderate Risk) clearance
• 2+ years of experience supporting and troubleshooting ServiceNow incidents, requests, and platform configurations
• 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
• Familiarity with integrating ServiceNow with other enterprise systems (e.g., Active Directory, LDAP, email systems, etc.)
• Experience in project management or assisting in ITSM process improvements and platform upgrades
• Knowledge of ServiceNow orchestration, flow designer, and automation capabilities is a plus
• Strong attention to detail, ability to manage multiple priorities, and a proactive approach to identifying and resolving issues

Benefits

• Part-time work
• Remote work (#LIREMOTE)