Provides first- and second-level support for ServiceNow and related enterprise applications. Manages incidents and service requests, troubleshoots platform and workflow issues, supports end users, maintains ticket records, escalates complex problems, and contributes to process improvements, upgrades, testing, and release support while following ITIL standards.
This is a remote position.
The Support Analyst will provide first- and second-level support for enterprise systems, primarily ServiceNow. The role involves incident management, request fulfillment, issue resolution, and ensuring timely support to business users across multiple functions.
Key Responsibilities
- Provide first and second-level support for ServiceNow and related enterprise applications.
- Manage and resolve incidents, service requests, and user issues within agreed SLAs.
- Monitor system tickets and ensure timely escalation where necessary.
- Troubleshoot and resolve platform and workflow issues.
- Support end-users with system navigation and usage guidance.
- Maintain accurate records of incidents, resolutions, and support activities.
- Collaborate with technical teams to resolve complex issues.
- Assist in identifying recurring issues and support process improvements.
- Participate in system upgrades, testing, and release support activities.
- Ensure adherence to ITIL-based support processes and standards.
Required Qualifications
- 2–5 years of experience in IT support or service desk roles.
- Experience supporting ServiceNow or similar ITSM platforms.
- Strong problem-solving and troubleshooting skills.
- Good communication and customer service skills.
- Understanding of ITIL processes (incident, problem, and change management).
Technical Skills
- ServiceNow support and administration
- Incident and request management
- ITIL framework
- Ticketing systems and workflow management
Similar Jobs
Fintech
The ServiceNow Analyst will implement, configure, and support ServiceNow solutions across ITSM, ITOM, ITAM, CMDB, and IRM. Responsibilities include developing scoped applications, workflows, integrations, Service Portal and Workspace components, CMDB and CSDM capabilities, Discovery, Service Mapping, and data normalization. The role also requires troubleshooting server- and client-side issues, optimizing performance, following upgrade-safe practices, supporting platform upgrades, and collaborating with multiple stakeholders on daily operations.
Top Skills:
AclsApp EngineAzure AdBusiness RulesCatalog Client ScriptsClient ScriptsCmdbCsdmDiscoveryFlow DesignerIdentification And Reconciliation EngineIntegration HubIrmItamItomItsmLdapMid ServerRestScript IncludesService MappingService PortalServicenowSoapSsoUi ActionsUi BuilderUi PoliciesWorkspaces
Edtech • Information Technology • Software
Leads corporate communications, public relations, internal communications, executive messaging, and crisis response. Develops strategic PR and media plans, translates company strategy into clear employee and external messaging, partners with PR agencies, advises teams, and measures communications effectiveness. The role works closely with senior leaders and requires strong writing, influencing, and technology-industry communications expertise.
Edtech • Information Technology • Software
Own the full recruitment lifecycle for enterprise go-to-market and corporate roles, partnering with senior leaders on talent strategy. Responsibilities include intake sessions, sourcing, screening, interviewing, closing candidates, pipeline reporting, and presenting recruiting insights. The role also evaluates AI recruiting tools and requires experience hiring for technology, SaaS, or learning-focused organizations.
Top Skills:
Ai Recruiting ToolsApplicant Tracking Systems (Ats)Candidate Sourcing Tools
What you need to know about the NYC Tech Scene
As the undisputed financial capital of the world, New York City is an epicenter of startup funding activity. The city has a thriving fintech scene and is a major player in verticals ranging from AI to biotech, cybersecurity and digital media. It also has universities like NYU, Columbia and Cornell Tech attracting students and researchers from across the globe, providing the ecosystem with a constant influx of world-class talent. And its East Coast location and three international airports make it a perfect spot for European companies establishing a foothold in the United States.
Key Facts About NYC Tech
- Number of Tech Workers: 549,200; 6% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Capgemini, Bloomberg, IBM, Spotify
- Key Industries: Artificial intelligence, Fintech
- Funding Landscape: $25.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Greycroft, Thrive Capital, Union Square Ventures, FirstMark Capital, Tiger Global Management, Tribeca Venture Partners, Insight Partners, Two Sigma Ventures
- Research Centers and Universities: Columbia University, New York University, Fordham University, CUNY, AI Now Institute, Flatiron Institute, C.N. Yang Institute for Theoretical Physics, NASA Space Radiation Laboratory
