IT Support Analyst (Tier 2/3) — ServiceNow & ITIL Pro

ALTEN Technology USA; Daphne (AL); On-site; USD 55,000 - 75,000; Full time

Job summary

ALTEN Technology USA is seeking an experienced IT Support Analyst to provide Tier 2/3 support for business applications, leveraging ServiceNow and ITIL-driven processes. The role emphasizes incident management, performance monitoring, and documentation to ensure SLA/KPI targets are met.

Ideal candidates will have 3+ years in IT support, strong knowledge of ITIL/ITSM, and a proactive approach to process improvements within US-based enterprise environments.

Qualifications

• 3+ years of IT Support/Application Support experience.
• Strong knowledge of ITIL, ITSM, and ServiceNow (SNOW).

Responsibilities

• Provide Tier 2/3 support for business applications, ensuring timely incident resolution.
• Manage incidents, service requests, and problem records through ServiceNow (SNOW).
• Follow ITIL processes for Incident, Problem, Change, and Request Management.
• Troubleshoot application issues, coordinate with technical teams, and drive issues to resolution.
• Monitor application health, identify recurring issues, and recommend process improvements.
• Maintain documentation, knowledge articles, and support procedures.
• Deliver high-quality customer support while meeting SLA and KPI targets.

Skills

ITIL

ITSM

ServiceNow

Incident management

Tools

ServiceNow (SNOW)

Job description

ALTEN Technology USA is seeking an experienced IT Support Analyst to provide Tier 2/3 support for business applications, leveraging ServiceNow and ITIL-driven processes. The role emphasizes incident management, performance monitoring, and documentation to ensure SLA/KPI targets are met.

Ideal candidates will have 3+ years in IT support, strong knowledge of ITIL/ITSM, and a proactive approach to process improvements within US-based enterprise environments.