The ServiceNow Platform Analyst is responsible for the administration, configuration, maintenance and optimization of the ServiceNow platform. This role involves managing day to-day operations, coordinating Upgrades/Patches and supporting end-users by responding to Incidents and Requests while adhering to Service Levels for Managed Services clients. The ideal candidate will have a strong understanding of IT Service Management (ITSM) processes and experience in ServiceNow administration and configuration.

Experiences: 3 - 5 years of work-related experience (Experience in ServiceNow)

 Key Job Responsibilities and Accountabilities:

1. Support and maintain the health of the ServiceNow environments.

2. Update and track active cases and client tickets for incidents, requests, questions, enhancements, and defects, adhering to customer SLAs

3. First point of contact for User enquiries and technical issues

4. Address client incidents and requests, including assessing non-routine circumstances and using sophisticated problem solving techniques to identify causes and/or issues

5. Resolves and assesses a wide range of issues with a diverse scope, and works to resolve them in creative ways and suggests variations in approach; expected to devise solutions based on limited information and adapts existing approaches to resolve issues Platform administration to meet client requirements

6. Configure requested items and tasks using workflows

7. Handle Upgrade, Cloning and Patch Management to ensure instance is current

8. Monitor performance to ensure platform health

9. Monitor CMDB Health

10. Maintain detailed records, documentation and playbooks for the platform

11. Should be available in EST/PST time zone to support client.

May perform additional duties as assigned.

Reporting Relationship: Typically reports to Manager or above.

Skills, Knowledge, and Abilities:

1. Strong written and verbal communication skills

2. Strong attention to detail

3. Basic technical skills

4. Broad understanding of the ServiceNow domain areas

5. Comfortable working in a matrixed organization

Education and Experience:

Bachelor’s degree and/or equivalent work experience

Certifications: ServiceNow Certified System Administrator (CSA)

Relevant ServiceNow certifications including micro certs in CMDB, Flow Designer.

Interested candidates are requested to share their updated CV at- hr@adminlooks.com