Contract Technical Support Analyst

Job Responsibilities

• Deliver Tier 1 and Tier 2 support for the ServiceNow platform, ensuring prompt resolution of incidents, service requests, and user inquiries.
• Serve as the primary contact for ServiceNow-related issues, conducting initial diagnostics and resolving routine problems efficiently.
• Escalate complex issues to advanced support teams (Tier 2/3) with comprehensive diagnostic details while maintaining clear and consistent communication with stakeholders.
• Troubleshoot and resolve platform issues related to configurations, workflows, data integrity, performance, upgrades, and patch management.
• Support and enhance JavaScript functionality (essential skill) across Client Scripts, UI Policies, Business Rules, Script Includes, Scheduled Jobs, and Service Portal widgets.
• Manage and maintain integrations, including REST/SOAP APIs, MID Server, Email Inbound, and webhooks, while monitoring interface performance and health.
• Work collaboratively with IT teams to implement fixes, enhancements, and backlog tasks following ITIL-aligned processes.
• Monitor platform performance and availability, leveraging logs, dashboards, and alerts to proactively identify and address potential issues.
• Operate within regulated environments, adhering to compliance requirements and documentation standards for Financial Services Institutions (FSI).

Job Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related discipline (or equivalent professional experience).
• Demonstrated experience providing Tier 1 and Tier 2 support for ServiceNow in large-scale enterprise settings.
• Strong proficiency in JavaScript (mandatory) for both client-side and server-side scripting.
• Practical experience with key ServiceNow modules, including Incident, Problem, Change, Service Catalog, Knowledge, CMDB, Discovery, Service Portal, and Flow Designer.
• Knowledge of ITIL frameworks and SLA management practices.
• Experience administering and supporting SharePoint Online, including user permissions, site setup, and issue resolution.
• Proficiency in managing JIRA and Confluence, including user administration, workflow configuration, and integration support.
• Bonus: Familiarity with Microsoft Power Platform (Power Automate, Power Apps, Dataverse).
• Preferred: Experience in the Financial Services Industry with an understanding of regulatory requirements, such as audit preparedness and change controls.
• Certifications: ServiceNow Certified System Administrator (CSA), Certified Implementation Specialist (CIS), or Certified Application Developer (CAD) preferred; ITIL 4 Foundation is a plus.
• Exceptional problem-solving abilities and communication skills, with the capacity to thrive in a dynamic, fast-paced environment.