ServiceNow Technical Analyst
*This is a hybrid position with 3 days/week onsite
Description:
- You will play key role in supporting and optimizing the ServiceNow platform with a focus on Customer Service Management CSM to enhance the customer experience across various city services.
- As a technology analyst you’ll collaborate with technical teams and business users hands on to configure maintain and troubleshoot the ServiceNow system while contributing to impactful projects in a rapidly evolving city recognized for its innovation.
Responsibilities:
- Assist in supporting the day-to-day operations of the ServiceNow platform particularly in Customer Service Management CSM.
- Collaborate with senior analysts, analysts, and stakeholders to gather business requirements troubleshoot issues and provide solutions.
- Participate in configuring ServiceNow CSM modules creating workflows and improving the customer self-service experience.
- Help with system upgrades maintenance and enhancements to ensure platform stability.
- Contribute to troubleshooting and resolving incidents ensuring timely customer support and issue resolution.
- Work with cross-functional teams to understand how ServiceNow integrates with other city systems.
- Follow IT best practices including the Software Development Life Cycle SDLC and Information Technology Infrastructure Library ITIL standards.
Education:
- Bachelors degree in information technology or a related field or equivalent experience in IT support customer service management or related roles.
Skills/Knowledge/Experience:
- Basic understanding of ServiceNow or similar enterprise systems.
- Willingness to learn and develop skills in ServiceNow configuration development and administration.
- Strong communication skills with the ability to translate technical issues into user-friendly solutions.
- Collaborative work style eager to work with both technical and business teams.
- Problem-solving mindset with a customer-first approach.
- Desire to grow your career in IT service management and platform administration.
Required Skills/Knowledge/Experience:
- hands-on experience with ServiceNow, particularly with Customer Service Management (CSM) or similar modules., Required 2 Years
- Familiarity with JavaScript, HTML, CSS, and SQL, Required 2 Years
- Experience gathering business requirements, troubleshoot issues, and provide solutions., Required 2 Years
- Experience configuring ServiceNow CSM modules, creating workflows, and improving the customer self-service experience., Required 2 Years
- Experience with system upgrades, maintenance, and enhancements to ensure platform stability., Required 2 Years
- Relevant ServiceNow certifications (CIS, CAD) are a plus, Highly desired
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