Graduate ServiceNow Platform Support Analyst (1st / 2nd Line)

Graduate ServiceNow Support Analyst

Competitive Salary Derby (Hybrid) Permanent

Role Summary

As a Graduate ServiceNow Support Analyst, you will support the day-to-day operation of the ServiceNow platform, helping to resolve user queries, investigate incidents, and assist with system configuration and enhancement activities.

Working closely with platform specialists, developers, business stakeholders, and third-party partners, you will develop your technical knowledge while contributing to the ongoing success of a business-critical platform.

This role offers an excellent foundation for a long-term career within ServiceNow and could lead to opportunities as a ServiceNow Developer, Technical Consultant, Platform Administrator, or Business Analyst.

Key Responsibilities

• Provide first-line support for ServiceNow users across the business.
• Assist in the investigation and resolution of platform incidents and service requests.
• Log, triage, and prioritise support tickets.
• Monitor platform performance and escalates issues where appropriate.
• Support platform testing, upgrades, and enhancement activities.
• Assist with maintaining system documentation, user guides, and knowledge articles.
• Work with senior team members to identify recurring issues and potential improvements.
• Learn ServiceNow administration and configuration best practices.
• Participate in training and development programmes to build ServiceNow expertise.
• Collaborate with colleagues across technology and business teams to deliver excellent user support.

Exposure To

• ITSM (IT Service Management)
• CSM (Customer Service Management)
• CMDB
• Asset Management
• Knowledge Management
• Service Portal
• Integration Hub
• Flow Designer
• Reporting & Dashboards
• Performance Analytics
• Custom Applications

About You

We're looking for enthusiastic graduates who are passionate about technology and eager to build a career in digital platforms and IT services.

You may have:

• A degree in Computer Science, Information Technology, Business Information Systems, Software Engineering, Cyber Security, or a related discipline.
• A genuine interest in technology, digital transformation, and enterprise systems.
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills.
• The ability to learn quickly and work collaboratively within a team.
• Strong attention to detail and organisational skills.

Desirable Skills

• Basic understanding of IT Service Management or ITIL principles.
• Exposure to JavaScript, programming, or scripting through studies or personal projects.
• Knowledge of databases, APIs, or system integrations.
• Experience using service desk, ticketing, or workflow management tools.
• Relevant university projects, internships, placements, or work experience within technology.

What You'll Receive

• Structured training and mentoring from experienced ServiceNow professionals.
• Clear career progression opportunities.
• Exposure to enterprise-scale technology platforms.
• Support towards ServiceNow certifications.
• Hybrid working environment.
• Competitive salary and benefits package.

Key Competencies

• Customer Focus
• Problem Solving
• Communication Skills
• Curiosity and Willingness to Learn
• Teamwork and Collaboration
• Attention to Detail
• Adaptability

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