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Experts in contact center solutions. Your product doesn’t differentiate you, but your customer support experience does.
ServiceNow Support Analyst
Location
United States
Posted
115 days ago
Salary
0
Seniority
Senior
Job Description
ServiceNow Support Analyst
rockITdata
• 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.
Job Requirements
- Bachelor’s Degree or higher
- 4 years of additional relevant experience may be substituted for education
- Strong knowledge of Jira, and 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.
- 2+ years of experience supporting and troubleshooting ServiceNow incidents, requests, and platform configurations (preferred)
- 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 (preferred).
Benefits
- Health insurance
- Professional development opportunities
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