ServiceNow Support Analyst

Driven by Innovation and built on Trust, rock

ITdata is a unique SDVOSB services company that partners with leading commercial healthcare/life sciences organizations on cutting edge innovations - think AI, automation and data transformation. We then bring those commercially tested solutions to government entities to deliver predictable, measurable impact for the American taxpayer and consumer.

We are seeking a skilled and customer-focused Service Now Tier 2 Analyst to join our team. As a Service Now Tier 2 Analyst, you will be responsible for providing advanced support and troubleshooting for Service Now platform issues, ensuring the platform is performing optimally, and delivering a high level of customer satisfaction. You will collaborate with other teams to resolve complex incidents and service requests, and help drive continuous improvements within the Service Now environment.

• 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 Service Now 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 Service Now 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 Service Now platform and perform routine maintenance tasks as directed, escalating issues to Tier 3 support when necessary.
• Provide assistance to end-users on using the Service Now 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 Service Now 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 Service Now Incident, Request, Change, and Problem Management modules
• Basic understanding of Service Now workflows, scripting (e.g., Business Rules, UI Actions), and customizations.
• Proficiency in using Service Now'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.

• Obtain and maintain a Public Trust (Moderate Risk) clearance
• 2+ years of experience supporting and troubleshooting Service Now incidents, requests, and platform configurations.
• Service Now Certified System Administrator (CSA) or Service Now Certified Implementation Specialist (CIS) preferred.
• Experience with advanced Service Now development (e.g., scripting, integration, creating custom applications) or familiarity with Service Now App Engine and other advanced features.
• Familiarity with integrating Service Now with other enterprise systems (e.g., Active Directory, LDAP, email systems, etc.).
• Experience in project management or assisting in ITSM process improvements and platform upgrades.
• Knowledge of Service Now orchestration, flow designer, and automation capabilities is a plus.
• Strong attention to detail, ability to manage multiple priorities, and a proactive approach to identifying and resolving issues.

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