ServiceNow Platform Support Analyst

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 you’ll 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 SLA’s 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 you’ll 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.
• 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 1:1’s and Team Meetings.
• Ideally UK Government SC cleared or able and willing to obtain.

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