Technical Analyst (ServiceNow)

Technical Support Analyst

Location: Hybrid downtown Chicago (local only) Interview Mode: Virtual 2 rounds Type: Contract Conference Call Notes:

Team: Provide Apps Support for Cyber Security across Northern This right individual will spend a portion of their time backing up Tier 1 Support with more complex issues. They'll need to identify problems and devise solutions through their understanding of the tech and process. They'll also be responsible for analyzing the existing systems and procedures to understand how upcoming changes will impact workflow, system function, etc..

Skills: ITIL – solid understanding of framework ServiceNow (or like tool) – ITSM platform used Cyber Security – exposure to OKTA/CyberArk a plus Monitoring Software – exposure to Dynatrace or like tools beneficial Cloud experience would be nice – Azure of other… Networking – basic understanding

Role description: Technical Support Analyst will handle the tickets or queries that Tier 1 team routes to them. Should have solid troubleshooting skills, experience in solving complicated problems and can guide / help Tier 1 support team. Should will deep dive into the metrics and uncover problems within the system and work with development team to resolve. Should act as an evangelist for Continuous improvement.

Key responsibilities: Advanced troubleshooting: Investigate and resolve complex technical issues related to software, hardware, and network systems that Tier 1 support could not resolve. Mentoring and Coaching: Provide technical and process related coaching to Tier 1 team members. Escalated ticket management: Receive and prioritize escalated support tickets from Tier 1, ensuring timely resolution while maintaining high customer satisfaction. Root cause analysis: Identify the underlying causes of recurring issues to prevent future problems. User training and guidance: Provide detailed explanations and training to end-users on system functionalities and best practices to improve self-sufficiency. Vendor coordination: Collaborate with third-party vendors to facilitate problem resolution and procure necessary hardware or software updates. Knowledge base contribution: Document troubleshooting steps, common issues, and solutions to build a comprehensive knowledge base for the support team. System administration: Perform more advanced system configuration tasks like user management, access control, and system updates. Reporting and analysis: Monitor support trends and identify areas for improvement by analyzing data from support tickets.

Key Skillsets: Technical support and troubleshooting: Experience with troubleshooting and technical support, and the ability to resolve complex issues Communication: Strong written and verbal communication skills, and the ability to explain technical information to customers with varying levels of technical knowledge Customer service: Exceptional customer service skills, and a customer service orientation Problem-solving: Problem-solving skills include research, analysis, decision-making, and evaluation Technical proficiency: A deep understanding of current systems, software, and hardware Interpersonal skills: The ability to work well with colleagues and customers Prioritization: The ability to prioritize workload Listening and questioning: Outstanding listening and questioning skills Experience with key technology platforms: Experience with the organization's key technology platforms Technical skills/tools: Prior proven experience with scripting ITIL – Incident, Problem, Knowledge and Change Management ServiceNow or any similar platform Good understanding of Networking Basic understanding of Azure or any other cloud provider services. Good to have: Cybersecurity tech support experience (e.g. OKTA, CyberArk) Experience level: 3-7 years. Education: Bachelors degree in related field or equivalent experience Work Location: 333 S Wabash Chicago, IL Work Model: Hybrid Anchor Days: Tuesday - Thursday Hours: 8am – 5pm CST Interview Process: 1st Round screening, 2nd Round technical panel