Application Support Analyst with ServiceNow Experience (W2 Only)

Job Title: Technology – Application Support Analyst (ServiceNow)

Work Location: Pittsburgh, PA OR Lake Mary, FL (Onsite 4+ days/week)

Position Type: Contract-to-Hire

Work Authorization: U.S. Citizen or Green Card Holder ONLY (FedRAMP Requirement)

Call notes:

• ServiceNow is a vendor product that is configured based on stakeholder/client requirements.
• Team is upgrading to the newest ServiceNow release (Zurich).
• Role will provide Level 2/3 support, focused on troubleshooting issues raised by users.
• 4+ years of experience preferred, but may consider slightly less for strong candidates.
• Candidates with ServiceNow development or support background will perform best.
• JavaScript scripting experience is a plus; candidates may learn scripting on the job.
• CSA certification is REQUIRED.
• CAD certification and CIS-ITSM certification are strong pluses.
• Experience supporting large enterprise user bases is highly preferred.
• Experience in a regulated industry is helpful but not required.
• Interview process will include a take-home technical exercise after the initial interview.
• Position requires 4+ days/week onsite in Pittsburgh or Lake Mary.
• Contract-to-hire is the goal.

Position Overview

Client’s TSG Production Services team is seeking an experienced Application Support Analyst specializing in ServiceNow. The analyst will provide Level 2/3 support for critical enterprise Service Management applications, primarily ServiceNow and xMatters. The role includes troubleshooting, workflow analysis, release management support, and ongoing platform improvements as the team upgrades to the ServiceNow Zurich release.

Mandatory Requirements

• U.S. Citizen or Green Card Holder (FedRAMP requirement)
• ServiceNow Certified System Administrator (CSA) – REQUIRED
• 4+ years of ServiceNow support experience (may consider slightly less for strong candidates)
• Onsite 4+ days/week in Pittsburgh, PA or Lake Mary, FL
• Bachelor’s degree

Technical Skills

• ServiceNow platform support (Level 2/3)
• Basic–Intermediate JavaScript
• Understanding of ServiceNow scripting, workflows, and APIs
• Experience troubleshooting complex ServiceNow functionality (code-level debugging preferred)
• Familiarity with release management and weekly deployment cycles
• Knowledge of ServiceNow components:
• ServiceNow APIs
• MID Server
• Performance tuning
• Ability to support large enterprise user bases (20,000+ preferred)

Preferred Certifications & Skills

• CAD – Certified Application Developer (big plus)
• CIS – ITSM – Certified Implementation Specialist (big plus)
• Understanding of ITIL v3/v4
• Experience with scripting tools:
• JavaScript
• Angular.js
• Perl
• PowerShell
• Experience in regulatory/controlled industries (preferred but not required)

Candidate Profile

• Strong analytical and troubleshooting skills
• Quickly identifies proper diagnostic paths
• Collaborative team player with strong communication skills
• Able to produce clear written documentation
• Comfortable learning new ServiceNow capabilities
• Experience owning support for enterprise-scale applications
• Ability to lead discussions and initiatives with minimal supervision

Key Job Responsibilities

• Provide support for Service Management Office (SMO) tools including ServiceNow and xMatters
• Manage incidents, problems, changes, and requests related to the platform
• Support weekly release cycles and deployments
• Meet team SLAs for incident/request management
• Support automation and continual service improvement initiatives
• Ensure applications and infrastructure are maintained, patched, and upgraded on schedule

Regards

Seema Kousar

seema@marstechnominds.com