Provides first- and second-level support for ServiceNow and related enterprise applications. Manages incidents and service requests, troubleshoots platform and workflow issues, supports end users, maintains ticket records, escalates complex problems, and contributes to process improvements, upgrades, testing, and release support while following ITIL standards.
This is a remote position.
The Support Analyst will provide first- and second-level support for enterprise systems, primarily ServiceNow. The role involves incident management, request fulfillment, issue resolution, and ensuring timely support to business users across multiple functions.
Key Responsibilities
- Provide first and second-level support for ServiceNow 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.
Required Qualifications
- 2–5 years of experience in IT support or service desk roles.
- Experience supporting ServiceNow 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).
Technical Skills
- ServiceNow support and administration
- Incident and request management
- ITIL framework
- Ticketing systems and workflow management
Similar Jobs
Fintech
The ServiceNow Analyst will implement, configure, and support ServiceNow solutions across ITSM, ITOM, ITAM, CMDB, and IRM. Responsibilities include developing scoped applications, workflows, integrations, Service Portal and Workspace components, CMDB and CSDM capabilities, Discovery, Service Mapping, and data normalization. The role also requires troubleshooting server- and client-side issues, optimizing performance, following upgrade-safe practices, supporting platform upgrades, and collaborating with multiple stakeholders on daily operations.
Top Skills:
AclsApp EngineAzure AdBusiness RulesCatalog Client ScriptsClient ScriptsCmdbCsdmDiscoveryFlow DesignerIdentification And Reconciliation EngineIntegration HubIrmItamItomItsmLdapMid ServerRestScript IncludesService MappingService PortalServicenowSoapSsoUi ActionsUi BuilderUi PoliciesWorkspaces
.png)
Hardware • Other • Appliances
Leads day-to-day manufacturing and operations activities, ensuring production, delivery, quality, cost, and customer requirements are met. Oversees purchasing, production control, planning, manufacturing and test engineering, maintenance, manufacturing, and logistics. Establishes operational goals, manages P&L and staff, executes strategic programs, reviews performance with executives and customers, and develops workforce strategies. Requires substantial management experience, manufacturing or electrical project expertise, and strong people leadership.
Top Skills:
Electrical SystemsManufacturing Systems
HR Tech • Payments • Professional Services • Software
Manage employee customer inquiries by phone, email, and chat regarding payroll, benefits, timekeeping, HR, and software. Resolve cases through CRM workflows, provide accurate and empathetic support, escalate complex issues, maintain product expertise, and communicate customer feedback and software bugs to internal teams. The role requires a 12pm–9pm EST schedule after approximately four weeks of mandatory paid virtual training.
Top Skills:
CRMSaaS
What you need to know about the Austin Tech Scene
Austin has a diverse and thriving tech ecosystem thanks to home-grown companies like Dell and major campuses for IBM, AMD and Apple. The state’s flagship university, the University of Texas at Austin, is known for its engineering school, and the city is known for its annual South by Southwest tech and media conference. Austin’s tech scene spans many verticals, but it’s particularly known for hardware, including semiconductors, as well as AI, biotechnology and cloud computing. And its food and music scene, low taxes and favorable climate has made the city a destination for tech workers from across the country.
Key Facts About Austin Tech
- Number of Tech Workers: 180,500; 13.7% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Dell, IBM, AMD, Apple, Alphabet
- Key Industries: Artificial intelligence, hardware, cloud computing, software, healthtech
- Funding Landscape: $4.5 billion in VC funding in 2024 (Pitchbook)
- Notable Investors: Live Oak Ventures, Austin Ventures, Hinge Capital, Gigafund, KdT Ventures, Next Coast Ventures, Silverton Partners
- Research Centers and Universities: University of Texas, Southwestern University, Texas State University, Center for Complex Quantum Systems, Oden Institute for Computational Engineering and Sciences, Texas Advanced Computing Center
