ServiceNow Platform Analyst - Managed Services (US or Canada)

Why Us

NewRocket, a global, full-service Elite ServiceNow partner, helps top enterprise leaders solve their toughest business problems and navigate change with confidence. Our mission it to go beyond, creating meaningful experiences for our employees and customer. Our vision is to be the go-to ServiceNow Guide, creating extraordinary results, with ServiceNow.

NewRocket has been awarded **the “2024 BEST Award”, “2024 ServiceNow Customer & Industry Workflows Delivery Success Partner (CIWF)”, “2023 ServiceNow Worldwide Customer Workflow Partner of the Year” and “2023 ServiceNow Creator Workflow Partner of the Year”. **We are #GoingBeyond

The Role

We are looking for a ServiceNow Platform Analyst to join our Managed Services (Platform Excellence) team. The Platform Analyst is responsible for maintaining the overall health of the ServiceNow platform for our diverse range of industry clients. The Analyst will work with our clients, coordinate upgrades/patching and respond to INC/REQ while adhering to customer SLAs for medium to high complex customers. We will set expectations for what success looks like, then we allow you to use your skills and experience to drive innovative solutions to achieve customer goals. Come join our crew!

What You Will Be Doing

• Support and maintain the health of the ServiceNow environments of customers
• Update and track current cases and customer tickets for incidents, requests, questions, enhancements and defects for clients
• Address customer incidents and requests, resolve Tier 1 and Tier 2 requests while adhering to SLAs
• Handle all patching and upgrading of ServiceNow instances
• Performance monitoring
• Deliver ServiceNow Accelerators
• Provide excellent customer service
• Communicate effectively with customers and team members
• Learn new ServiceNow modules and features
• Document what you do
• Achieve and maintain product certifications

What You Bring Along

• Experience using, configuring and supporting ServiceNow is required
• Customer service experience required
• ServiceNow CSA certification helpful but not required
• ITIL certification helpful but not required.

We Take Care of Our People

 NewRocket is committed to a diverse and inclusive workplace. We value and celebrate diversity, believing that every employee matters and should be respected and heard.  We are proud to be an equal opportunity workplace and affirmative action employer, committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin, or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, citizenship, military, or Veteran status. For individuals with disabilities who would like to request an accommodation, please contact hr.ca@newrocket.com.