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ServiceNow Support Specialist
vor 2 Monaten
Job Summary:
We are seeking a highly skilled ServiceNow Support Analyst to join our team at TEKsystems. As a ServiceNow Support Analyst, you will be responsible for providing technical support and troubleshooting for our clients' ServiceNow platform.
Key Responsibilities:
- Serve as the primary point of contact for production support of the ServiceNow platform
- Troubleshoot, diagnose, and resolve issues, and escalate them to relevant teams when necessary
- Perform and document root cause analysis to ensure lessons learned are shared with stakeholders
- Develop and automate checks for typical problems and recommend procedures, controls, and improvements for problem prevention
- Implement simple functionalities to resolve issues and meet new business requirements
- Maintain and support existing processes
- Participate in ServiceNow major upgrades
- Produce technical documentation
Requirements:
- Minimum 3 years' experience as an IT support analyst with technical support and troubleshooting, system maintenance and monitoring, user training and guidance
- Minimum 2 years' experience with ServiceNow, including technical knowledge of the ITSM module
- Experience with system documentation and ability to create and maintain comprehensive documentation
- Strong troubleshooting and investigation skills, with the ability to correlate issues, systems, and external factors
- Excellent command of written and spoken English
Interpersonal Skills:
- Passion for customer satisfaction and interaction
- Excellent team player and ability to collaborate with team members and business counterparts
- Analytical and strong problem-solving abilities
- A proactive approach to providing exceptional customer service and ensuring user satisfaction
Preferred Qualifications:
- Bachelor's degree in IT or related field
- Experience with ServiceNow development activities and willingness to perform small changes to the platform
- Certification as a ServiceNow certified system administrator is an advantage
- Experience with ServiceNow scripting and familiarity with creating and customizing workflows, business rules, UI policies, and client scripts
