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
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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.
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