ServiceNow Support Analyst

ServiceNow Support Analyst (Level 2/3 Support)

Location: Hybrid – Lake Mary FL OR Pittsburgh, PA

We are seeking a highly skilled ServiceNow Support Analyst to help maintain and optimize a large-scale, enterprise ServiceNow environment. This role supports a highly customized platform, complex workflows, and frequent production deployments. If you’re a collaborative problem-solver with strong technical capabilities and a passion for improving service management operations, this is an excellent opportunity to expand your expertise.

Role Summary

As a Level 2/Level 3 ServiceNow Support Analyst, you will troubleshoot production issues, investigate workflow and scripting failures, and ensure stable, reliable platform performance across a large enterprise user base. You will work within an environment containing hundreds of thousands of lines of custom code, requiring strong diagnostic and analytical skills. The role also supports regular production deployments and participates in an on-call rotation for critical issues.

Key Responsibilities

• Provide Level 2/3 support for ServiceNow including troubleshooting:
• Workflow and flow logic failures
• Scripting issues
• Record state and business rule logic problems
• Identify issue origins across scripts, flows, business rules, and integrations
• Support frequent release cycles (2+ production deployments per week)
• Manage incidents, problems, changes, and requests within the ServiceNow platform
• Maintain, patch, and upgrade infrastructure and software
• Meet SLAs for incident and request management
• Participate in an on-call rotation for critical issues
• Contribute to automation and continuous service improvement initiatives
• Create clear, concise documentation and communicate effectively with stakeholders

Required Qualifications

• ServiceNow Certified System Administrator (CSA) (Required)
• Bachelor’s degree
• Strong ServiceNow support or development background
• 4+ years of technical support experience preferred

Preferred Qualifications

• ServiceNow Certified Application Developer (CAD) (Strongly preferred)
• ServiceNow Certified Implementation Specialist (any module) (Nice-to-have)
• Knowledge of scripting languages such as JavaScript, Angular.js, Perl, or PowerShell
• Previous ServiceNow development or advanced support experience
• Understanding of ITIL v3 or v4