SUPPORT ANALYST - SERVICENOW

About this role

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