Senior ServiceNow Help Desk Technician

We have an opportunity available for a Senior ServiceNow Help Desk Technician to work within our IT Team.

The Senior ServiceNow Help Desk Technician serves as the frontline technical expert within the Software Development team. This role is responsible for triaging, managing, and assigning ServiceNow tickets to appropriate team members. The technician ensures efficient ticket handling, provides high-quality support, and collaborates with developers and infrastructure teams to improve the end-user experience.

What you will do:

• Serve as the primary point of contact for incoming ServiceNow tickets.
• Triage and categorize incidents and requests based on priority and type.
• Assign tickets to appropriate software development team members or support groups.
• Monitor ticket queues to ensure SLAs are met and escalations are handled promptly.
• Collaborate with developers to identify recurring issues and recommend improvements.
• Document resolution steps and contribute to the internal knowledge base.
• Ensure compliance with IT policies and procedures.
• Perform data uploads into the .NET ERP system using Excel, .NET, and Unidata applications.
• Monitor nightly, week processing results and work with the development team to ensure completion.

What you will get:  

• Eligible immediately for 15 days of paid time off, eight paid holidays and one floating holiday
• Paid volunteer day 
• Opportunity for growth within this role 
• Competitive compensation commensurate with experience 
• Employee bonus plan 
• Comprehensive benefit package 
• Paid Parental Leave
• Tuition Assistance
• 401(k) with company match

What we need:

• 4+ years of experience in IT help desk or technical support roles.
• 2+ years supporting ServiceNow from a user and support perspective.
• Strong understanding of ServiceNow ticketing and request management workflows.
• Familiarity with ITIL-based service management practices.
• Certifications such as CompTIA A+, Network+, or ITIL Foundation are a plus.
• Technical and analytical ability to complete data uploads into the .NET ERP using Excel, .NET, and Unidata applications.