Support Analyst - Servicenow

This is a remote position. The Support Analyst will provide first- and second-level support for enterprise systems, primarily Service Now. The role involves incident management, request fulfillment, issue resolution, and ensuring timely support to business users across multiple functions.

• Provide first and second-level support for Service Now and related enterprise applications.
• Manage and resolve incidents, service requests, and user issues within agreed SLAs.
• Monitor system tickets and ensure timely escalation where necessary.
• Troubleshoot and resolve platform and workflow issues.
• Support end-users with system navigation and usage guidance.
• Maintain accurate records of incidents, resolutions, and support activities.
• Collaborate with technical teams to resolve complex issues.
• Assist in identifying recurring issues and support process improvements.
• Participate in system upgrades, testing, and release support activities.
• Ensure adherence to ITIL-based support processes and standards.

• 2-5 years of experience in IT support or service desk roles.
• Experience supporting Service Now or similar ITSM platforms.
• Strong problem-solving and troubleshooting skills.
• Good communication and customer service skills.
• Understanding of ITIL processes (incident, problem, and change management).

• Service Now support and administration
• Incident and request management
• ITIL framework
• Ticketing systems and workflow management