Senior IT Support Analyst (ServiceNow, ITIL)

ALTEN Technology USA; Mobile (AL); On-site; USD 55,000 - 85,000; Full time

Job summary

ALTEN Technology USA is seeking an experienced IT Support Analyst with a strong background in Tier 2/3 support, ITIL processes, and ServiceNow. The role focuses on resolving complex application issues, handling incidents and service requests, and maintaining accurate documentation for business users.

The ideal candidate brings 3+ years in IT support, excellent communication, and a proactive approach to monitoring application health and driving process improvements while meeting SLA and KPI

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 knowledge

Strong communication

Customer service

Tools

ServiceNow (SNOW)

Job description

ALTEN Technology USA is seeking an experienced IT Support Analyst with a strong background in Tier 2/3 support, ITIL processes, and ServiceNow. The role focuses on resolving complex application issues, handling incidents and service requests, and maintaining accurate documentation for business users.

The ideal candidate brings 3+ years in IT support, excellent communication, and a proactive approach to monitoring application health and driving process improvements while meeting SLA and KPI