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.

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).

ServiceNow Support Analyst

Key skills