Join Our Team: ServiceNow Support Analyst (Night Shift)

Unlock Your Potential with rockITdata We're seeking a skilled and customer-focused ServiceNow Tier 2 Analyst to join our dynamic IT Service Management team. As a ServiceNow Tier 2 Analyst, you will play a critical role in providing advanced support and troubleshooting for ServiceNow platform issues, ensuring optimal performance, and delivering exceptional customer satisfaction.

At rockITdata, we're a veteran, minority, and woman-owned small business certified by the NWBOC, specializing in management and IT services. We help companies build efficiencies, decrease costs, and drive better outcomes by leveraging industry-leading cloud-based artificial intelligence and machine learning technologies.

Job Summary

We're looking for a talented individual to join our team as a ServiceNow Support Analyst, working on a night shift schedule. As a ServiceNow Tier 2 Analyst, you will:

• Act as the escalation point for complex incidents and service requests, ensuring timely resolution
• Analyze and troubleshoot ServiceNow platform issues, providing root cause analysis and solution recommendations
• Assist with basic system configuration, workflow creation, and customization of the ServiceNow platform
• Create and update knowledge articles for recurring issues or best practices
• Collaborate with other teams to resolve complex incidents and service requests
• Proactively monitor the health of the ServiceNow platform and perform routine maintenance tasks
• Provide assistance to end-users on using the ServiceNow platform, including troubleshooting user access issues and offering training as needed

Requirements

To be successful in this role, you'll need:

• Bachelor's Degree or higher, or 4 years of additional relevant experience
• Strong knowledge of ServiceNow Incident, Request, Change, and Problem Management modules
• Basic understanding of ServiceNow workflows, scripting, and customizations
• Proficiency in using ServiceNow's reporting tools
• 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 Qualifications

While not required, the following qualifications are 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)
• Experience with advanced ServiceNow development, integration, or familiarity with ServiceNow App Engine and other advanced features

What We Offer

At rockITdata, we're committed to following our 10 Guiding Principles, which define our culture and empower our people to be themselves. We offer a competitive salary, opportunities for growth and development, and a dynamic work environment.

Join our team and start your future with rockITdata today!

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