ServiceNow Platform Support Analyst; 1st​/2nd Line

Position: ServiceNow Platform Support Analyst (1st / 2nd Line)
Competitive Salary | Derby - Hybrid | Permanent

We are partnering with a leading technology and managed services organisation that is continuing to invest heavily in its Service Now platform and digital transformation capabilities. As part of this growth, they are looking to appoint an Service Now Platform Support Analyst (1st / 2nd Line) on a permanent basis, to play a key role in designing, developing, and enhancing enterprise-scale Service Now solutions.

Role Summary

The Service Now Platform Support Analyst is responsible for providing first and second-line support for the Service Now platform and its associated modules. The role will act as the primary point of contact for platform incidents, service requests, defects, configuration issues, and user queries, ensuring the platform remains stable, secure, and aligned to business requirements.

The successful candidate will perform incident triage, troubleshooting, root cause analysis, platform administration, configuration, scripting, testing, and deployment activities while working closely with platform owners, developers, business stakeholders, and third-party partners.

This role provides an excellent opportunity to develop into a Service Now Developer, Technical Consultant, or Platform Administrator.

Key Responsibilities

Act as the first and second-line support function for Service Now.

Investigate, diagnose and resolve platform incidents and service requests.

Triage incoming tickets and determine appropriate resolution paths.

Monitor platform health, integrations, scheduled jobs, and system performance.

Identify recurring issues and propose permanent fixes.

Perform root cause analysis on platform defects.

Maintain support documentation and knowledge articles.

Modules Supported

ITSM

CSM

FSM

SPM

CMDB

Asset Management

Knowledge Management

Service Portal

Integration Hub

Flow Designer

Reporting & Dashboards

Performance Analytics

Custom Applications

Skills & Experience

Experience supporting the Service Now platform.

Understanding of ITIL processes.

Experience investigating and resolving incidents.

Knowledge of:

Business Rules

Client Scripts

UI Policies

Flow Designer

Notifications

ACLs

Import Sets

Transform Maps

JavaScript knowledge.

Experience working with APIs (REST/SOAP).

Strong troubleshooting and analytical skills.

Excellent communication skills.

Key Competencies

Customer Focus

Problem Solving

Attention to Detail

Communication Skills

Teamwork and Collaboration