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.

Key Responsibilities

• 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.

We are seeking talent willing to work

Required Qualifications

• 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.

Preferred Qualifications

• 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…