HCLTech
Senior Analyst - ServiceNow Support
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Senior Analyst - ServiceNow Support
Job Summary
We are seeking a highly motivated Senior Analyst - ServiceNow Support to provide Level 1 and Level 2 support for our ServiceNow-based governance platform. The ideal candidate will be a strong problem solver with excellent communication skills, capable of independently managing support operations while driving continuous improvements through automation and data-driven insights. This role offers an opportunity to work closely with business users, support a critical governance platform, and contribute to operational excellence through innovation and process optimization.
Key Responsibilities
- Independently manage and resolve all incoming ServiceNow support requests, incidents, and service tickets for the governance platform.
- Provide Level 1 and Level 2 incident analysis, troubleshooting, resolution, and escalation management.
- Communicate effectively with business stakeholders to understand issues, provide updates, and ensure timely resolution.
- Investigate recurring issues and identify root causes to improve platform stability and user experience.
- Monitor ticket queues and ensure adherence to SLAs and support processes.
- Leverage automation opportunities and data insights to reduce ticket volumes and improve operational efficiency.
- Collaborate with cross-functional teams to support platform enhancements, releases, and operational activities.
- Maintain support documentation, knowledge articles, and standard operating procedures.
- Participate in continuous learning and rapidly acquire platform-specific knowledge through provided training.
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Required Qualifications (Must Have)
- Experience providing Level 1 and Level 2 application support in a ServiceNow environment.
- Ability to independently handle ServiceNow incident and support traffic.
- Strong analytical thinking, troubleshooting, and problem-solving skills.
- High learning agility with the ability to quickly understand new business processes and technologies.
- Excellent written and verbal communication skills, with experience interacting directly with business users.
- Strong customer-service orientation and attention to detail.
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Additional Desired Skills (Nice to Have)
- Experience configuring ServiceNow workflows, reports, or dashboards.
- Experience supporting Azure-hosted web applications or platforms.
- Understanding of cloud-hosted application support and monitoring practices.
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