ServiceNow Support Analyst

SHI International Corp.•Austin, TX

2d•$70,000 - $110,000

About The Position

We are seeking a detail-oriented, customer-focused ServiceNow Support Analyst to join our ServiceNow practice. In this role, you will support the day-to-day administration, maintenance, and optimization of the ServiceNow customer deployments. You’ll collaborate closely with end users, IT teams, and process owners to ensure SHI’s implementations on the platform operate smoothly and continue to meet business needs.

Requirements

1–3 years of experience supporting ServiceNow or similar ITSM platforms
Working knowledge of ITIL processes (Incident, Problem, Change)
Strong troubleshooting and customer serviceserviceservice skills
Experience with basic ServiceNow administration (user management, configuration, updates)
Ability to communicate clearly with technical and nontechnical users
Strong attention to detail, organization, and follow-through
The ability to effectively utilize applications like Word, PowerPoint, and Outlook to enhance productivity and perform various tasks efficiently. - Basic
Proficient in utilizing Microsoft Excel for data analysis, including the use of formulas, functions, pivot tables, and data visualization tools. - Basic
Knowledge of various project management frameworks such as Agile, Waterfall, and Scrum, to effectively plan, execute, and close projects. - Basic
Competence in utilizing tools like Jira, Trello, MS Project, or DevOps to plan, track, and manage project progress and resources. - Basic
Competence in using Dynamics CRM to manage customer relationships, track sales, and streamline business processes through automation and data analysis. - Basic

Nice To Haves

ServiceNow Certified System Administrator (CSA)
Experience creating reports, dashboards, and performance analytics
Familiarity with ServiceNow playbooks, workflows, UI policies, and business rules
Experience supporting enterprise CSM and ITSM environments

Responsibilities

Serve as the primary support point of contact for newly onboarded ServiceNow customers, ensuring a smooth transition post-implementation
Provide Tier 1–2 support for ServiceNow incidents, requests, and inquiries
Troubleshoot customer-reported incidents, triage with internal ServiceNow and Sales teams, and provide timely, accurate updates through resolution
Deliver ongoing guidance and best practice recommendations to help customers maximize the value of implemented SHI functionality
Maintain documentation, internal and external support cases, recurring issues, and drive enhancement opportunities to improve support efficiency and customer outcomes
Contribute to knowledge base articles, troubleshooting guides, and internal playbooks to continuously improve support readiness, response efficiency, and effectiveness
Perform user administration, including roles, groups, access management, and onboarding/offboarding tasks
Monitor system performance, troubleshoot errors, and escalate advanced issues when necessary
Assist with configuration updates, platform upgrades, and testing activities