Technical Support Analyst

ServiceNow GTM Technical Functional Support Analyst L2The ServiceNow GTM Technical Functional Support Analyst L2 for EMS is a highly specialized role responsible for ensuring the accurate and timely management of customer entitlements. This position focuses on providing Level 2 (L2) technical and functional support for issues related to the Entitlement Management System (EMS), specifically leveraging expertise in SAP Entitlement Management (SAP EMS) and its integration with the ServiceNow Platform. The role is critical for maintaining data integrity and seamless operations for customer fulfilment and GTM reporting.Key ResponsibilitiesServe as the escalation point from L1 support, performing deep-dive triage, diagnosis, and resolution of complex production incidents related to entitlement creation, consumption, modification, and data synchronization.Utilize specialized knowledge of SAP EMS modules and processes to troubleshoot issues within the entitlement engine, including licensing rules, contract structure, and system configuration.Conduct Root Cause Analysis (RCA) for recurring entitlement issues, identifying discrepancies between source systems (like SAP) and downstream platforms (like ServiceNow), and proposing permanent solutions.Manage support tickets through the entire lifecycle within ServiceNow, ensuring strict adherence to SLAs and maintaining high service quality.Deeply understand the technical and functional flow of entitlement data from SAP EMS to the ServiceNow Platform and other GTM systems.Troubleshoot integration failures (e.g., failed data loads, web service errors, transformation mapping issues) between SAP EMS and the ServiceNow data model (e.g., CMDB/Asset Management related to entitlements).Perform minor configuration adjustments within ServiceNow (e.g., Business Rules, Script Includes, data mapping) to address L2 support issues related to entitlement data presentation or consumption.Monitor system health, data quality, and performance specific to the entitlement data pipeline.Document detailed technical procedures, complex workarounds, and resolutions for L2 support, contributing to the growth of the EMS Knowledge Base for L1 support and GTM end-users.Collaborate with Order Management, Finance, and GTM teams to ensure entitlement processes support business rules and compliance requirements.Participate in User Acceptance Testing (UAT) for SAP EMS patches, ServiceNow upgrades, and new entitlement-related features to ensure stability and accuracy.Required QualificationsBachelor's degree in Information Technology, Computer Science, Engineering, or a related quantitative field.3+ years of experience in an Enterprise Application Support, Technical Analyst, or IT Operations role.2+ years of hands-on experience providing support or administration for the ServiceNow Platform (ITSM, CSM, or Asset Management modules).Direct experience supporting and troubleshooting an Entitlement Management System (EMS).Specialized Skills (SAP EMS)In-depth functional and technical knowledge of SAP Entitlement Management (SAP EMS) or a comparable enterprise entitlement/licensing system.Strong understanding of SAP integration points relevant to entitlement and licensing data (e.g., IDocs, APIs, data replication).Deep understanding of complex data models and business processes related to software/SaaS licensing, usage tracking, and entitlement reconciliation.Technical Skills (ServiceNow & General)Proficiency in ServiceNow configuration (e.g., modifying forms, lists, reports, ACLs, and basic scripting/workflow logic).Experience troubleshooting integrations, including familiarity with REST/SOAP web services and data mapping/transformation.Solid understanding of relational database concepts and the ability to write basic SQL queries for data analysis.Familiarity with the ITIL framework (Incident, Problem, and Change Management).Preferred QualificationsServiceNow Certified System Administrator (CSA).Specific certifications or advanced training in SAP EMS or SAP S/4HANA (relevant modules).Experience with other GTM systems like Salesforce (CRM) or financial systems integrated with the entitlement process.Experience in the SaaS or Technology licensing industry.