ServiceNow Service Request Analyst

October 26

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NewRocket

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Information Technology • Managed Services • Management Consulting • Professional Services • Consulting

501 - 1000

Description

• Accountable for managing the daily activities and tasking of the service requests, providing 1st and 2nd line customer support • Serve as primary contact for the client and ensure that service delivery aligns with company standards. • Responsible for fulfilling service requests or escalating them to appropriate DevOps teams as efficiently as possible • Ownership of incidents and requests, collaborating with colleagues and clients stakeholders to deliver innovative, appropriate and timely solutions. • Provide efficient resolution of issues, with an excellent user experience as the primary objective • Point of contact for technical assistance and best-in-class experience for all client requests • Identifies problems in a timely manner, gathers and analyzes information skillfully; develops alternative solutions and resolves problems in early stages.

Requirements

• 2+ years’ experience working ServiceNow ITSM Platform • Debugging skills • Knowledge of ServiceNow core platform functionalities, including incident management, change management and service catalog. • Experience collaborating with multiple groups such as internal business or engineering units, customers, and/or vendors to drive results • Excellent communication and documentation skills, with the ability to convey complex technical concepts to both technical and non-technical audiences • Comfortable raising risks & issues to Senior Management • Ability to delivery high degree of customer satisfaction • Comfortable working in a matrixed organization • Comfortable working with ambiguity & change

Benefits

• NewRocket is committed to a diverse and inclusive workplace. • We value and celebrate diversity, believing that every employee matters and should be respected and heard. • We are proud to be an equal opportunity workplace and affirmative action employer, committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin, or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, citizenship, military, or Veteran status. • For individuals with disabilities who would like to request an accommodation, please contact hr.in@newrocket.com.