ServiceNow IT Support Analyst (Tier 2/3, ITIL)

ALTEN Technology USA; Saraland (AL); On-site; USD 60,000 - 80,000; Full time

Job summary

ALTEN Technology USA, an engineering company, is seeking an experienced IT Support Analyst with a strong background in Tier 2/3 support, ITSM processes, and ServiceNow. The role focuses on troubleshooting complex application issues, managing incidents, and delivering high-quality support to business users.

You will monitor application health, follow ITIL practices for Incident, Problem, Change, and Request Management, meet SLA/KPI targets, and contribute to documentation and knowledge articles

Qualifications

• 3+ years of IT Support experience.
• Knowledge of ITIL, ITSM, and ServiceNow (SNOW).
• Ability to meet SLA and KPI targets and deliver high-quality support.

Responsibilities

• Provide Tier 2/3 support for business applications and ensure 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 and coordinate with technical teams to drive resolution.
• Monitor application health, identify recurring issues, and suggest process improvements.
• Maintain documentation and knowledge articles for support procedures.
• Deliver high-quality customer support and meet SLA/KPI targets.

Skills

ITIL knowledge

ITSM experience

Strong communication

Tools

ServiceNow (SNOW)

Job description

ALTEN Technology USA, an engineering company, is seeking an experienced IT Support Analyst with a strong background in Tier 2/3 support, ITSM processes, and ServiceNow. The role focuses on troubleshooting complex application issues, managing incidents, and delivering high-quality support to business users.

You will monitor application health, follow ITIL practices for Incident, Problem, Change, and Request Management, meet SLA/KPI targets, and contribute to documentation and knowledge articles