ServiceNow Platform Support Analyst

ServiceNow Platform Support Analyst role has arisen within the ServiceNow Platform Support team to provide second-level support for the ServiceNow platform from a second-line perspective.

Requirements

• Provide second-level support for ServiceNow 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
• 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