ServiceNow Help Desk Analyst

5 days ago

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Aviation • Climate • Cybersecurity • Digital and Marketing • Education

5001 - 10000

💰 Grant on 2023-02

Description

• Act as a ServiceNow Analyst, focusing on supporting and enhancing scoped applications. • Manage and address user support needs through tickets and RITMs. • Apply business analysis skills to gather requirements and recommend enhancements. • Troubleshoot user issues leveraging diagnostic techniques. • Document all relevant user information within each ticket or RITM. • Efficiently manage ticket and RITM queues to ensure timely responses. • Perform follow-ups on resolved issues to gauge user satisfaction. • Create and maintain Knowledge Articles, identifying gaps and suggesting improvements. • Collaborate independently and with team members to meet business objectives. • Regularly update documentation and provide status updates on open tickets. • Escalate unresolved or complex issues to Tier 2 with detailed documentation. • Maintain confidentiality and adhere to data security policies.

Requirements

• 1+ years of experience with ServiceNow, especially with scoped applications and ticketing systems. • 4+ years of relevant experience in technical support, application support, or ServiceNow administration. • 1+ years of experience in ticketing systems and service level agreements (SLAs). • U.S. Citizenship required (per federal regulations).

Benefits

• Reasonable Accommodations are available for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs.