Applications Support Associate (SMP)

Incident Management: Identifying, diagnosing, and resolving issues reported by ServiceNow users, often within established SLAs. Service Request Fulfillment: Processing and fulfilling requests related to user provisioning, access management, data modifications, and minor configuration changes within the platform. User Support and Training: Providing guidance and training to users on how to effectively utilize ServiceNow features and functionality. System Health and Maintenance: Conducting routine system checks, monitoring performance, and performing necessary maintenance to ensure optimal platform performance. Collaboration and Communication: Working closely with development teams, project managers, and other support staff to ensure seamless service delivery. Documentation and Reporting: Maintaining accurate records of all support activities, resolutions, and configurations in the ticketing system. Potential Configuration and Development: Depending on the role and organization, may also be involved in minor configuration changes, scripting, and contributing to the development of solutions within the ServiceNow platform. Bachelor's degree in Computer Science or a related field is necessary. Min. 5 years of relevant experience in IT support, application support, or a related field. Proficiency in the ServiceNow platform, including ITSM, ITOM, HRSD, CSM, and/or GRC modules. Strong understanding of IT service management principles and best practices. Ability to diagnose and resolve complex technical issues. Excellent verbal and written communication skills for interacting with users and other teams. Strong analytical and problem-solving skills. Ability to create and maintain clear and concise documentation. Depending on the role, may require knowledge of JavaScript or other scripting languages used in ServiceNow. ServiceNow certifications (e.g., Certified System Administrator, Certified Application Developer) can be beneficial.