ServiceNow Support Analyst

Role Summary

The ServiceNow Support Analyst will serve as a member of an Agile team focused on triaging and resolving incidents using ServiceNow. The role includes investigating and documenting incidents, supporting application releases through regression, user acceptance, and smoke testing, and creating, managing, and closing user stories throughout ongoing development cycles.

The role requires proactive communication when issues or delays could affect project timelines, along with the ability to independently analyze problems, adapt quickly to new systems, maintain detailed documentation, learn rapidly, and operate effectively with minimal supervision.

Key Responsibilities

• Triage and resolve incidents within ServiceNow, ensuring timely and thorough documentation of each case.
• Collaborate with Agile teams to create, update, manage, and close user stories supporting application releases and ongoing development cycles.
• Conduct regression, user acceptance testing (UAT), and smoke testing to validate application functionality, stability, and release readiness.
• Independently investigate and analyze incidents, identify root causes, and propose solutions.
• Communicate proactively with team members and stakeholders regarding issues, delays, or risks that could affect project timelines.
• Quickly learn and adapt to new systems and processes as required.
• Support continuous improvement of incident management and testing processes within the Agile framework.

Qualifications

• Hands-on experience with ServiceNow.
• Strong familiarity with Agile methodologies and team-based development processes.
• Proven ability to independently investigate and analyze problems and incidents.
• Ability to adapt quickly to new systems and processes and learn with minimal supervision.
• Strong attention to detail with the ability to maintain thorough and accurate documentation.
• Effective and proactive communication skills, particularly when communicating issues, delays, or project risks.
• Bachelor's Degree

Preferred Qualifications

• Exposure to management systems, test case management platforms, and collaborative project tracking tools.

What Success Looks Like

Success in this role means incidents are thoroughly investigated and documented, user stories are managed effectively through the development cycle, and application releases are supported by consistent regression, UAT, and smoke testing. The successful Functional Analyst communicates risks proactively, solves problems independently, adapts quickly to new systems, and contributes effectively with minimal supervision.