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](https://himalayas.app)