ServiceNow Support Analyst

About Us

Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $16 billion global provider of IT solutions and services.

Over 17,000 Organizations Worldwide Rely On SHI’s Concierge Approach To Help Them Solve What’s Next. But The Heartbeat Of SHI Is Our Employees – All 7,000 Of Them. If You Join Our Team, You’ll Enjoy

• Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.
• Continuous professional growth and leadership opportunities.
• Health, wellness, and financial benefits to offer peace of mind to you and your family.
• World-class facilities and the technology you need to thrive – in our offices or yours.

Job Summary

We are seeking a detail-oriented, customer-focused ServiceNow Support Analyst to join our ServiceNow practice. In this role, you will support the day-to-day administration, maintenance, and optimization of the ServiceNow customer deployments. You’ll collaborate closely with end users, IT teams, and process owners to ensure SHI’s implementations on the platform operate smoothly and continue to meet business needs.

Role Description

• Serve as the primary support point of contact for newly onboarded ServiceNow customers, ensuring a smooth transition post-implementation
• Provide Tier 1–2 support for ServiceNow incidents, requests, and inquiries
• Troubleshoot customer-reported incidents, triage with internal ServiceNow and Sales teams, and provide timely, accurate updates through resolution
• Deliver ongoing guidance and best practice recommendations to help customers maximize the value of implemented SHI functionality
• Maintain documentation, internal and external support cases, recurring issues, and drive enhancement opportunities to improve support efficiency and customer outcomes
• Contribute to knowledge base articles, troubleshooting guides, and internal playbooks to continuously improve support readiness, response efficiency, and effectiveness
• Perform user administration, including roles, groups, access management, and onboarding/offboarding tasks
• Monitor system performance, troubleshoot errors, and escalate advanced issues when necessary
• Assist with configuration updates, platform upgrades, and testing activities

Behaviors and Competencies

• Communication: Can effectively communicate complex ideas and information, and can adapt communication style to the audience.
• Detail-Oriented: Can identify errors or inconsistencies in work and make necessary corrections.
• Organization: Can prioritize daily tasks, manage personal workflow, and utilize basic tools to keep track of responsibilities.
• Prioritization: Can identify critical tasks, arrange them based on importance, and execute without explicit instructions.
• Multi-Tasking: Can identify opportunities for task optimization, propose solutions, and manage multiple tasks without explicit instructions.
• Follow-Through: Can manage multiple tasks, prioritize effectively, and meet deadlines without needing explicit reminders.
• Continuous Improvement: Can identify moderate areas for improvement and implement moderate changes.
• Data Analysis: Can identify patterns and trends in data, propose hypotheses, and use statistical techniques to test them.
• Problem-Solving: Can identify problems, propose solutions, and take action to resolve them without explicit instructions.
• Collaboration: Can actively participate in team discussions, respect differing opinions, and collaborate with others to achieve common goals.

Skill Level Requirements

• The ability to effectively utilize applications like Word, PowerPoint, and Outlook to enhance productivity and perform various tasks efficiently. - Basic
• Proficient in utilizing Microsoft Excel for data analysis, including the use of formulas, functions, pivot tables, and data visualization tools. - Basic
• Knowledge of various project management frameworks such as Agile, Waterfall, and Scrum, to effectively plan, execute, and close projects. - Basic
• Competence in utilizing tools like Jira, Trello, MS Project, or DevOps to plan, track, and manage project progress and resources. - Basic
• Competence in using Dynamics CRM to manage customer relationships, track sales, and streamline business processes through automation and data analysis. - Basic

Other Requirements

• 1–3 years of experience supporting ServiceNow or similar ITSM platforms
• Working knowledge of ITIL processes (Incident, Problem, Change)
• Strong troubleshooting and customer serviceserviceservice skills
• Experience with basic ServiceNow administration (user management, configuration, updates)
• Ability to communicate clearly with technical and nontechnical users
• Strong attention to detail, organization, and follow-through

Preferred Requirements

• ServiceNow Certified System Administrator (CSA)
• Experience creating reports, dashboards, and performance analytics
• Familiarity with ServiceNow playbooks, workflows, UI policies, and business rules
• Experience supporting enterprise CSM and ITSM environments

The estimated annual pay range for this position is $70,000 - $110,000 which includes a base salary and bonus. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.

Equal Employment Opportunity – M/F/Disability/Protected Veteran Status