IT Support Engineer - Tier 2/3, ServiceNow & ITIL

Altentechnologyusa; Mobile (AL); On-site; USD 60,000 - 85,000; Full time

Job summary

ALTEN Technology USA in Mobile, AL seeks an experienced IT Support Analyst to provide Tier 2/3 support for business applications. You will manage incidents in ServiceNow, follow ITIL processes for Incident, Problem, Change and Request Management, and collaborate with technical teams to drive issues to resolution.

The role requires 3+ years of IT Support experience, strong knowledge of ITIL/ITSM, and a proven ability to meet SLA and KPI targets while delivering high-quality user support.

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

IT Support

ServiceNow

ITIL

Job description

ALTEN Technology USA in Mobile, AL seeks an experienced IT Support Analyst to provide Tier 2/3 support for business applications. You will manage incidents in ServiceNow, follow ITIL processes for Incident, Problem, Change and Request Management, and collaborate with technical teams to drive issues to resolution.

The role requires 3+ years of IT Support experience, strong knowledge of ITIL/ITSM, and a proven ability to meet SLA and KPI targets while delivering high-quality user support.