IT Field Services Technician; ServiceNow CSM Analyst

Overview

IT Field Services Technician / Service Now CSM Analyst — New York, NY

About the Position:
We are looking for a motivated Field Services and Performance Analyst to join our New York City team. This role focuses on managing and enhancing ongoing integrations and providing support to the department's dashboards. This role will support omnichannel improvements and capabilities for our Service Now Live Agent. Additionally, the resource will work on customer channels via the website, social media, and any interactions via the CSM Platform.

This role will support IT Asset Management (ITAM) and Performance Analytics (PA), as well as part-time setting aesthetics. This position offers opportunities for growth across multiple IT areas.

Schedule: Monday through Friday, 9:00 am – 5:30 pm (on site);
Saturdays / Sundays (remote, on call as needed)

PaaS and Infra Administration:

• Maintain Items, Catalogs, and Knowledge, and continually improve services and incident analytics for our Service Desk.
• Maintain client dashboards [Clinical Data and IT], providing real-time analytics [PBI to Service Now].
• Maintain and continuously improve Mobile UI Agent and Now Applications, and build a New Customer NOW application.
• Learn and dive deep into the Service Desk operation numbers to report to the company and perform quick workarounds during high-impact incidents and drive faster resolution to reduce business impact.
• Update Current Company Status – Business Operations Statuses – to report plan changes, outages and unplanned changes.
• Provide hourly updates to ongoing problems, incidents, and workarounds, demonstrating progress and reducing recurrence.
• Assist with maintenance of Customer Platform Databases and Tables to improve success rates for case management – summarization AI platform.
• Collaborate with Design and IT, HR, Finance to improve customer service portals and knowledge bases.
• Join Workshops with Platform techs and help organize and maintain focus for automating various forms of notifications and communication workflows.
• Assist the compliance team in maintaining focus on implementing and adhering to planned access controls and security strategies.

ITAM and Field Services:

• Manage a comprehensive asset lifecycle from procurement to disposal, including asset control and depreciation.
• Understand how to create Models and Products, and manage Purchase Orders.
• Automate SN web and agent applications, and coordinate asset tracking transitions based on event triggers.
• Support field services operations, including workstation deployment and maintenance.
• Assist with hardware installation, cable management, and desk minimalist setup.
• Record and maintain asset compliance and optimize software licensing automation.
• Generate asset reports and cost optimization recommendations on a weekly or daily basis.

Technical Infrastructure Support:

• Assist with Microsoft Intune device management operations and integrations with Service Now.
• Collaborate with Network teams during incidents. Assist Cisco network engineers when necessary to access hardware. Monitor, report major incidents, escalate problems, and provide analytical insights into incident impact.
• Coordinate video conferencing setups and system support for meeting rooms, ensuring clean setups and reliable operation.
• Support CAs and PKI, SCEP deployment processes.
• Maintain security compliance – implement security protocols in test environments and release via Change Management.

• Some experience with Service Now (administration, configuration, or business analytics)
• Eager to learn Service Now and Microsoft Intune integrations
• ITIL Frameworks knowledge – required
• Knowledge of PKI, certificate authorities, and SCEP protocols
• Hardware and Software Asset Lifecycle
• Strong analytical and problem-solving skills
• Excellent communication and documentation abilities
• Commitment to compliance, security, and best practices

• Service Now/ ITIL certification
• Experience with Microsoft Intune and Cisco platforms
• ITAM experience and software asset management knowledge
• Basic networking knowledge (cabling, access points)
• CompTIA A+ or equivalent technical certification
• Field…