ServiceNow Platform Management Technical Support Analyst

Direct message the job poster from Inetum

We are seeking a customer oriented and technically proficient Service Now Technical Support Analyst to join our team. The successful candidate will be responsible for providing day-to-day support across multiple Service Now platform, ensuring optimal performance, user satisfaction, and alignment with business requirements. The ideal candidate will bring a strong understanding of ITSM practices, hands-on Service Now experience, and the ability to engage effectively with both clients and internal teams.

Key Responsibilities:

• Provide support for Service Now-related issues, including logging incidents, resolving user queries, and escalating complex issues as needed.
• Monitor and manage incoming tickets and ensure timely response in accordance with defined SLAs.
• Assist users with navigation, access, and basic functionality within the Service Now platform.
• Perform routine checks and validations to ensure data accuracy and system integrity.
• Document and categorise incidents and requests accurately within the Service Now system.
• Support onboarding of new users by setting up profiles and access permissions.
• Collaborate with senior analysts and developers to troubleshoot and resolve technical issues.
• Maintain up-to-date knowledge of Service Now features relevant to end-user support.
• Participate in training sessions and contribute to knowledge base articles to improve self-service capabilities.
• Assist in the configuration, development and maintenance of clients existing Service Now platform.
• Advise clients on Service Now best practices and out-of-the-box functionality to reduce unnecessary customisation and promote long-term platform sustainability.
• Participate in testing and deployment of platform updates, patches, and new releases.
• Follow up with clients to clarify their requests and confirm specific needs before escalating or assigning for further action
• Support testing and deployment of Service Now updates, patches, and new releases

Skills & Qualifications:

• Minimum of 1–2 years of hands-on experience supporting Service Now, including basic configuration and troubleshooting cross multiple modules such as ITSM, ITOM, CSM, HRSD or Sec Ops.
• Strong communication and interpersonal skills, with the ability to interact effectively with clients and cross-functional teams.
• Demonstrated problem-solving abilities and a proactive approach to resolving user issues and service requests.
• Capable of supporting multiple clients simultaneously while maintaining a high standard of service delivery.
• Service Now Certified System Administrator (CSA) certification is required.
• Service Now Certified Implementation Specialist (CIS) certification in at least one module is preferred.
• ITIL Foundation certification is advantageous and demonstrates a solid understanding of IT service management principles.

Inetum is a European leader in digital services, with a presence in 19 countries and a dense local network. Our ambition is to be a company that’s not just great at what we do but also one that our customers and employees love.

We partner with top software providers like SAP, Salesforce, Service Now and Microsoft to help our clients transform and innovate, including adopting cutting-edge technologies like GenAI. By working closely with major software providers, we're able to meet the diverse challenges of digital transformation with the flexibility and proximity that our clients need.

• Seniority level Associate

• Employment type
  
  Full-time

• Job function
  
  Information Technology
• Industries
  
  IT Services and IT Consulting

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