SUPPORT ANALYST - SERVICENOW

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

Originally posted on Himalayas