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