ServiceNow Support Analyst

Responsibilities

• Serve as the initial point of contact for application-related support requests; log, track, and update all tickets within ServiceNow.
• Analyze customer needs to elaborate, refine, and document enhancement requests within ServiceNow as Enhancement Records and User Stories.
• Analyze and document defect reports.
• Communicate to users our understanding of user requests, additional information required, and next steps.
• Cookordination and communicate platform change activity including the scope and timing of ServiceNow system updates.
• Author and deliver system release notes.
• Participate in Agile user story grooming sessions to help convert enhancement requests into documented requirements suitable for development.
• Fulfill user requests such as access provisioning, permission changes, and application usage guidance within ServiceNow.
• Communicate with users to guide them through system workflows and provide follow-up communication to ensure full resolution and customer satisfaction.
• Escalate complex or recurring application issues to Tier 2 development or engineering teams as required.

Qualifications

• Demonstrated effective verbal and written communications skills.
• Business analysis experience to transform user requirements into documented requirements.
• Experience providing direct software systems support to end users.
• Hands-on experience supporting user interactions, incident response, and service request handling within the ServiceNow platform.
• Demonstrated ability to work collaboratively with stakeholders, technical teams, and cross-functional groups.

Preferred Skills And Experience

• Experience working with ServiceNow administration, workflows, service catalog, and CMDB.
• Experience with change management communications.
• Experience supporting the U.S. Coast Guard or similar federal agency environments.
• ServiceNow Administrator Certification.
• ITIL Foundation Certification.
• Familiarity with ITIL-aligned best practices, including Incident, Problem, Change, Asset, and Service Level Management.