rockITdata · 14 hours ago
ServiceNow Support Analyst
United States
Full-time
Remote
Mid Level
4+ years exprockITdata is a unique SDVOSB services company that partners with leading commercial healthcare/life sciences organizations on cutting edge innovations. They are seeking a skilled and customer-focused ServiceNow Tier 2 Analyst responsible for providing advanced support and troubleshooting for ServiceNow platform issues, ensuring optimal performance and high customer satisfaction.
Artificial Intelligence (AI)Cloud ComputingConsultingBig DataProfessional ServicesAnalyticsBusiness IntelligenceManagement Consulting
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
Qualification
Required
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
Preferred
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
Company
rockITdata
RockITdata is an IT firm that offers AWS consultation, data integration, cloud computing and staffing services.
51-200 employees
H1B Sponsorship
rockITdata has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (2)
2020 (1)
Funding
Current Stage
Growth StageLeadership Team
Ernie DiSandro
Chief Financial Officer
Christopher David
Chief Operating Officer
Recent News
The Business Journals
2024-01-27
Company data provided by crunchbase