ServiceNow Platform Support Analyst
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Job Location:
Monthly Salary:
Posted on:
18 hours ago
Vacancies:
1 Vacancy
Job Summary
Location: UK - Hatfield Job-ID: 217239 Contract type: Standard Business Unit: Technicians
Life on the team
A ServiceNow Platform Support Analyst role has arisen within the ServiceNow Platform Support team. They will be responsible for the day to day support of the ServiceNow platform from a second line perspective.
The ServiceNow IT Service Management system is a critical 24/7 system and used both internally within CC as well as Customers and Third parties around the world. The Support Analyst will work closely with Service Desk Development and wider Service Management teams to support and resolve incidents.
What youll do
- Provide second level support for ServiceNow incidents (perform triaging investigation and resolution of incidents).
- Strong problem-solving and diagnostic skills
- Managing tickets within defined SLAs and priority frameworks
- Clear documentation of work logs and resolution notes
- Strong root cause analysis skills for recurring incidents
- Monitoring integrations via dashboards resolve errors reported and manage relationships i.e. Service Management Partner & Customer relationships.
- Provides guidance and advice to less experienced colleagues to improve overall knowledge.
- Create documentation to aide team members Service Desk and other key stakeholders.
- Escalate to development or higher level support when required.
- Ability to adapt quickly to dynamic team environments to maintain consistent effective contribution.
- Ability to effectively communicate with all levels of the organisation.
- Identify own development needs in line with business objectives.
- Act in accordance with Computacenter Information Security Policies and report any potential or actual Security events or other Security risks to the organisation.
What youll need
- Experience supporting multiple ServiceNow modules (e.g. ITSM (Incident Request Problem Change) CMDB Asset CSM FSM).
- Confident navigation of the ServiceNow UI lists forms filters and related records.
- Ability to interpret logs error messages and system behaviour to diagnose issues.
- Understanding of out of the box vs customised functionality.
- Basic configuration tasks such as: Business rules (awareness not deep development) Client scripts (understanding impact) Forms fields views and UI policies.
- Strong understanding of ServiceNow best practises.
- Minimum 1-2 years of proven experience as a ServiceNow analyst or admin on medium to large scale ServiceNow Platforms.
- Excellent communication skills.
- ServiceNow Certified System Administrator - CSA (preferred).
- Enterprise ITSM background (has used Remedy ServiceNow or equivalent).
- Be highly organized meticulous structured and methodical in delivery.
- Proactive reliable and security conscious.
- Cover 9:30 to 6pm hours (team operates 8am to 6pm).
- Hybrid working Hatfield office-based twice a week for 1:1s and Team Meetings.
- Ideally UK Government SC cleared or able and willing to obtain.
Additional information
Country: UK
Location: Hatfield
Hours: Full time
Role Type: Permanent
About us
We are a leading independent technology and services provider trusted by large corporate and public sector organisations. We are a responsible business that believes in winning together for our people and our planet. We help our customers to source transform and manage their technology infrastructure to deliver digital transformation enabling people and their business.
Our business may be about technology but first of all its about people
With over 20000 people across 22 countries we are proud of our inclusive culture - where everyone can thrive feel valued and truly belong.
As an equal opportunities employer were committed to ensuring fair and equal access to opportunities for all. Your application will be considered on its merits regardless of your age disability ethnicity gender identity or any other characteristics protected by law. What matters most to us is that you share our vision and values and bring the experience and skills were looking for.
We are proud to be a Disability Confident Employer. We welcome applications from disabled people and accept applications in alternative formats. We also guarantee to interview applicants who have a disability.
If you share our values and want to make a meaningful impact in a supportive forward-thinking environment - wed love to hear from you!
Required Experience:
IC
Key Skills
- IT Experience
- Problem Management
- Desktop Support
- Citrix
- Mobile Devices
- Windows
- Customer Support
- Help Desk
- Operating Systems
- Technical Support
- Troubleshooting
- Application Support
About Company
Unsere Kunden sind einige der größten Organisationen der Welt. Wir arbeiten hart daran, sie kennen zu lernen, ihre Bedürfnisse zu verstehen und sie in den Mittelpunkt unseres Handelns zu stellen.
