ServiceNow GTM Technical Functional Support Analyst L2

Job Title: ServiceNow GTM Technical Functional Support Analyst L2

Location: Dallas, TX

Job Summary


The 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 Responsibilities

1. L2 EMS Technical & Functional Support

• Serve 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.

2. SAP EMS & ServiceNow Integration Maintenance

• 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.

3. GTM Process & Knowledge Management

• 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 Qualifications

Education & Experience

• Bachelor'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 Qualifications

• ServiceNow 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.