Technical Analyst (ServiceNow)

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