ServiceNow Support Analyst

International Digital Partners; Jaboatão dos Guararapes; Teletrabalho; BRL 20.000 - 80.000; Tempo integral

Resumo da oferta

Uma empresa de tecnologia está buscando um Analista de Suporte ServiceNow para fornecer suporte técnico e funcional na plataforma ServiceNow. O candidato ideal terá experiência em ITSM e habilidades excepcionais de comunicação e atendimento ao cliente. Esta posição oferece a oportunidade de trabalhar em um ambiente dinâmico e colaborativo, contribuindo para a melhoria contínua do sistema.

Qualificações

• Experiência de 0 a 2 anos (Júnior), 3 a 5 anos (Médio) ou 5+ anos (Sênior) em suporte ao ServiceNow.
• Familiaridade com módulos do ServiceNow como Gestão de Incidentes e Gestão de Solicitações.
• Certificações ServiceNow (ex: CSA) são um diferencial.

Responsabilidades

• Atuar como ponto de contato principal para consultas e solicitações relacionadas ao ServiceNow.
• Fornecer suporte técnico e funcional através de diferentes canais.
• Colaborar com equipes de TI para implementar atualizações e melhorias no sistema.

Conhecimentos

Resolução de problemas

Análise

Comunicação

Atendimento ao cliente

Formação académica

Experiência prática com ServiceNow ou plataformas ITSM similares

Descrição da oferta de emprego

Compensation (average salary in Brazilian currency):

Junior Level: R$ 78-89/h (0–2 years of experience)

Mid Level: R$ 89-101/h (3–5 years of experience)

Senior Level: R$ 112-123/h (5+ years of experience)

Location: Remote

Overview

Our client is seeking a detail-oriented and service-driven ServiceNow Support Analyst. In this role, you will be responsible for delivering high-quality technical and functional support for the ServiceNow platform. You will serve as a frontline contact for end users, troubleshoot platform-related issues, and help maintain and enhance the system’s performance and usability. This is an excellent opportunity for professionals passionate about ITSM tools and customer support to contribute meaningfully in a dynamic and collaborative environment.

Key Responsibilities

1. Act as the primary point of contact for ServiceNow-related inquiries, incidents, and service requests.
2. Provide support through various channels including phone, email, and service portals, ensuring timely and accurate issue resolution.
3. Troubleshoot technical issues within ServiceNow, perform root cause analysis, and escalate when necessary.
4. Assist users with ServiceNow navigation, features, and capabilities; provide training and guidance as needed.
5. Execute basic administrative and configuration tasks such as user provisioning, password resets, and data updates under the guidance of senior staff.
6. Monitor system performance and proactively identify potential issues or bottlenecks.
7. Collaborate with cross-functional IT teams to implement system updates, bug fixes, and enhancements.
8. Participate in testing of new features and updates prior to deployment.
9. Maintain accurate documentation, including support guides, troubleshooting steps, and FAQs.
10. Support change, incident, and problem management processes in alignment with ITIL practices.
11. Contribute to continuous improvement initiatives to optimize the ServiceNow environment and user experience.
12. Stay informed on new ServiceNow releases and best practices to ensure up-to-date support and advice.

Qualifications

• 0–2 years (Jr), 3–5 years (Mid), or 5+ years (Sr) of hands-on experience supporting ServiceNow or similar ITSM platforms.
• Familiarity with ServiceNow modules such as Incident Management, Request Management, Knowledge Base, and User Administration.
• Strong problem-solving and analytical skills.
• Excellent communication and customer service abilities.
• Ability to work independently and in a collaborative team environment.
• Exposure to ITIL framework and best practices preferred.
• ServiceNow certifications (e.g., CSA) are a plus.