ServiceNow Support Analyst - Part Time Night Shift

rockITdata, a veteran, minority, and woman-owned small business certified by the NWBOC, is a full-service consulting provider that specializes in providing management and IT services. We help companies build efficiencies, decrease cost, and drive better outcomes. We achieve these goals by leveraging industry leading cloud based artificial intelligence and machine learning technologies.

We bring four distinct offerings to Commercial; Federal; and State, Local, and Education clients.

• Management Consulting: We provide advisory services to design, manage, and execute lasting change, leveraging trusted relationships and industry expertise in strategy, organizational transformation, operations, operational excellence, innovation, risk and compliance, human capital, and workforce optimization.
• AI, Data & Analytics: Deploying advanced AI and ML solutions, business analytics to extract actionable insight, data engineering for data warehousing, real-time processing and integrated quality data and platform architecture focusing on cloud and hybrid solutions, security and solution selection and integration. 
• IT Transformation: Delivering technology services, covering application lifecycle management, CRM implementation, systems integration, rockITCX contact center solutions, product resale, and IT infrastructure management. Our approach ensures seamless operations and enhanced customer engagement, optimizing technology investments for diverse businesses. 
• Mission Support: Specializing in System Engineering Technical Assistance and operations support services to streamline system integration and optimization while ensuring operational excellence for modern enterprises.

Job Description 

We are seeking a skilled and customer-focused ServiceNow Tier 2 Analyst to join our dynamic IT Service Management team. As a ServiceNow Tier 2 Analyst, you will be responsible for providing advanced support and troubleshooting for ServiceNow platform issues, ensuring the platform is performing optimally, and delivering a high level of customer satisfaction. You will collaborate with other teams to resolve complex incidents and service requests, and help drive continuous improvements within the ServiceNow environment.

Key Responsibilities

• Act as the escalation point for complex incidents and service requests that have been escalated from Tier 1 support, ensuring timely resolution.
• Analyze and troubleshoot ServiceNow platform issues, including but not limited to workflows, customizations, integrations, and configurations, while providing root cause analysis and solution recommendations.
• Assist with basic system configuration, workflow creation, and customization of the ServiceNow platform as needed, under the guidance of senior administrators.
• Create and update knowledge articles for recurring issues or best practices to enhance the efficiency of the support team and end-users.
• Work with Tier 1 analysts to identify and resolve common issues, and collaborate with other teams (e.g., development, infrastructure, and operations) to ensure timely resolution of complex problems.
• Proactively monitor the health of the ServiceNow platform and perform routine maintenance tasks as directed, escalating issues to Tier 3 support when necessary
• Provide assistance to end-users on using the ServiceNow platform, including troubleshooting user access issues, guiding users through processes, and offering training as needed.
• Participate in the review and implementation of changes to the ServiceNow environment, ensuring minimal disruption to service.
• Assist with generating reports and dashboards to analyze platform performance, trends in incident and request volumes, and provide actionable insights to management.

We are seeking part-time talent willing to work the following shifts:
Team 1
Sundays 8am - 8pm
Rotating shifts 4pm - 8pm weekly (Week 1 Monday - Tuesday); (Week 2 Monday - Wednesday)

Team 2
Saturdays 8am - 8pm
Rotating shifts 4pm - 8pm weekly (Week 1 Wednesday - Friday); (Week 2 Thursday - Friday)

Required Qualifications

• Bachelor’s Degree or higher
• 4 years of additional relevant experience may be substituted for education
• Strong knowledge of ServiceNow Incident, Request, Change, and Problem Management modules.
• Basic understanding of ServiceNow workflows, scripting (e.g., Business Rules, UI Actions), and customizations.
• Proficiency in using ServiceNow's reporting tools (Performance Analytics, Reporting, etc.).
• Ability to quickly assess, troubleshoot, and resolve issues, providing clear and concise documentation of findings and solutions.
• Excellent written and verbal communication skills, with the ability to interact with technical and non-technical stakeholders effectively.
• Strong customer service mindset with a commitment to resolving issues efficiently and ensuring user satisfaction.

Preferred Qualifications

• Obtain and maintain a Public Trust (Moderate Risk) clearance
• 2+ years of experience supporting and troubleshooting ServiceNow incidents, requests, and platform configurations.
• ServiceNow Certified System Administrator (CSA) or ServiceNow Certified Implementation Specialist (CIS) preferred.
• Experience with advanced ServiceNow development (e.g., scripting, integration, creating custom applications) or familiarity with ServiceNow App Engine and other advanced features.
• Familiarity with integrating ServiceNow with other enterprise systems (e.g., Active Directory, LDAP, email systems, etc.).
• Experience in project management or assisting in ITSM process improvements and platform upgrades.
• Knowledge of ServiceNow orchestration, flow designer, and automation capabilities is a plus.
• Strong attention to detail, ability to manage multiple priorities, and a proactive approach to identifying and resolving issues.

#LIREMOTE

Here at rockITdata, we are committed to following our 10 Guiding Principles.
Our Guiding Principles define our culture. They’re who we are, how we work, and what inspires us to be the best. We empower our people to be themselves and encourage an entrepreneurial way of thinking. In our challenging, fast-paced environment, no day is the same.

Know the Why.

Value People Above All Else.

Transparency to a Fault.

Progress, Not Perfection.

Be Good by Doing Good.

Smart People Can Disagree.

Bend but Don’t Break.

Represent Your Brand.

Think Differently.

Be Amazing, Be Fearless, Smile, Have Fun!

Interested in joining something unique? Join us on our rockIT ship as we begin to blast off to the next chapter in our organization!

rockITdata has become aware of a recruitment scam where unauthorized individuals are impersonating rockITdata recruiters, issuing fake job offers, and attempting to setup payment for the job seeker’s new hire costs. No one is ever required to complete any monetary transactions before starting employment with rockITdata. Legitimate rockITdata communications only come from @rockitdata.com email addresses and our official Applicant Tracking system, JazzHR (@applytojob.com email addresses). Please refer to our official Careers page at www.rockitdata.com/careers to accurately submit your application with us. You may also verify any suspicious communication by contacting our recruitment team directly through our official email, dreamjob@rockitdata.com.

rockITdata is an equal opportunity/affirmative action employer and is committed to equal employment opportunities in all employment practices and decisions including recruitment, hiring, placement, promotion, training, transfer, leaves of absence, compensation, disciplinary action, and termination, with regard to the terms and conditions of employment. rockITdata does not discriminate on the basis of race (actual or perceived), ancestry, citizenship, religion, color, creed, sex (including pregnancy, lactation, childbirth and other pregnancy-related conditions), national origin, age, marital status (including parenthood), military service and veteran status, physical or mental disability, genetic information or refusal to submit to a genetic test or to make available genetic test results, arrest and conviction records, matriculation or political affiliation, sexual orientation, gender identity or expression (including transgender status), or any characteristic protected by Federal, state, or local law.

rockITdata wants all interested and qualified candidates to be able to use our career site to review and apply for employment opportunities. If you have a disability and need an accommodation to access the application process, please contact us for assistance at dreamjob@rockitdata.com.