SUPPORT ANALYST - SERVICENOW
This is a remote position.
The Support Analyst will provide first- and second-level support for enterprise systems, primarily ServiceNow. The role involves incident management, request fulfillment, issue resolution, and ensuring timely support to business users across multiple functions.
Key Responsibilities
- Provide first and second-level support for ServiceNow and related enterprise applications.
- Manage and resolve incidents, service requests, and user issues within agreed SLAs.
- Monitor system tickets and ensure timely escalation where necessary.
- Troubleshoot and resolve platform and workflow issues.
- Support end-users with system navigation and usage guidance.
- Maintain accurate records of incidents, resolutions, and support activities.
- Collaborate with technical teams to resolve complex issues.
- Assist in identifying recurring issues and support process improvements.
- Participate in system upgrades, testing, and release support activities.
- Ensure adherence to ITIL-based support processes and standards.
Required Qualifications
- 2–5 years of experience in IT support or service desk roles.
- Experience supporting ServiceNow or similar ITSM platforms.
- Strong problem-solving and troubleshooting skills.
- Good communication and customer service skills.
- Understanding of ITIL processes (incident, problem, and change management).
Technical Skills
- ServiceNow support and administration
- Incident and request management
- ITIL framework
- Ticketing systems and workflow management