Respond to tickets and internal requests related to the ServiceNow platform.
Log, categorize, and prioritize incidents and service requests.
Perform simple configurations and adjustments in the tool according to operational needs.
Monitor the ticket queue to ensure SLAs are met.
Assist users with modules such as Incident Management, Request Management, Change Management, Problem Management, and Service Catalog.
Execute preventive and corrective maintenance tasks on the platform.
Escalate complex issues to the ServiceNow development or administration team.
Participate in follow-up meetings on requests with infrastructure and business teams.
Prepare basic reports on metrics, SLAs, and platform performance.
Document procedures and solutions to improve internal knowledge.
Operate integrations and validate CMDB data as required.

Experience with ServiceNow in a corporate environment.
Basic to intermediate knowledge of ITSM modules (Incident, Request, Change, Problem).
Familiarity with ITIL concepts and practices.
Proficient in navigating and operating the ServiceNow interface.
Previous experience in technical support or service desk roles.
Basic skills in creating and updating records on the platform.
Familiarity with collaboration and versioning tools (GitLab/GitHub, optional).
Ability to learn simple platform configurations quickly.
ITIL Foundation certification (preferred).
ServiceNow CSA (Certified System Administrator) certification (preferred).
Basic knowledge of JavaScript as applied to ServiceNow (preferred).
Experience with reporting and dashboards in ServiceNow (preferred).
Basic understanding of CMDB and asset management (preferred).

Support Analyst – ServiceNow, Senior

Key skills