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Robert Half Logo Robert Half · IT - Administration

ServiceNow Support Analyst

United States, Austin · Job Posted March 01, 2026
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Job Description

In this role, help maintain and optimize client ServiceNow environments. This role focuses on day‑to‑day platform support, troubleshooting, user administration, and ensuring customers get the most value out of their post‑implementation ServiceNow setup.

Job Responsibility

  • Serve as the primary point of contact for newly onboarded ServiceNow clients and guide them through their transition after deployment
  • Handle Tier 1–2 incidents, requests, and general inquiries related to ServiceNow functionality
  • Investigate and troubleshoot platform issues, coordinating with internal technical teams as needed and maintaining consistent communication with customers
  • Provide best practice recommendations and ongoing guidance to ensure clients fully leverage the functionality delivered during implementation
  • Perform routine administrative tasks, including user provisioning, access and role management, and general configuration updates
  • Monitor overall platform performance, identify system errors, and escalate more complex issues when required
  • Support platform upgrades, regression testing, and configuration changes
  • Maintain clear documentation of support cases, recurring issues, resolutions, and enhancement opportunities
  • Develop and contribute to knowledge articles, troubleshooting guides, and internal support playbooks
  • Identify areas for process improvement, recommending changes to enhance efficiency and customer experience
  • Partner with internal support, delivery, and sales teams to ensure seamless communication and client satisfaction
  • Participate in team discussions and contribute to continuous improvement efforts across the support organization

Requirements

  • 1–3 years supporting ServiceNow or a similar ITSM platform
  • Understanding of ITIL processes (Incident, Problem, Change)
  • Extensive customer service, troubleshooting, and communication skills
  • Experience performing basic ServiceNow administrative tasks (user management, configuration changes, updates)
  • High attention to detail and strong organizational habits
  • Basic proficiency with productivity tools such as Word, PowerPoint, and Outlook
  • Fundamental Excel skills (functions, formulas, pivot tables, visualizations)
  • Understanding of project methodologies including Agile, Waterfall, and Scrum
  • Ability to use project/task management tools such as Jira, Trello, MS Project, or DevOps
  • Familiarity with CRM platforms such as Dynamics

Nice to have

  • ServiceNow Certified System Administrator (CSA)
  • Experience with reports, dashboards, or Performance Analytics
  • Understanding of ServiceNow workflows, UI policies, business rules, or playbooks
  • Background supporting enterprise-level CSM or ITSM environments

What we offer

  • Healthcare (medical, dental, and vision plans)
  • 401(k) and retirement plans
  • Commuter benefits
  • Employee and vendor discounts
  • Employee Assistance Program (EAP)
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