ServiceNow Platform Support Analyst

Computacenter (UK) Ltd • Hatfield

Hatfield

217239-en_GB

Life on the team

A ServiceNow Platform Support Analyst role has arisen within the ServiceNow Platform Support team. They will be responsible for the day to day support of the ServiceNow platform from a second line perspective.

The ServiceNow IT Service Management system is a critical 24/7 system and used both internally within CC as well as Customers and Third parties around the world. The Support Analyst will work closely with Service Desk, Development, and wider Service Management teams to support and resolve incidents.

What you’ll do

  • Provide second level support for ServiceNow incidents (perform triaging, investigation, and resolution of incidents).
  • Strong problem-solving and diagnostic skills
  • Managing tickets within defined SLA’s and priority frameworks
  • Clear documentation of work logs and resolution notes
  • Strong root cause analysis skills for recurring incidents
  • Monitoring integrations via dashboards, resolve errors reported and manage relationships i.e., Service Management, Partner & Customer relationships.
  • Provides guidance and advice to less experienced colleagues to improve overall knowledge.
  • Create documentation to aide team members, Service Desk, and other key stakeholders.
  • Escalate to development or higher level support when required.
  • Ability to adapt quickly to dynamic team environments to maintain consistent effective contribution.
  • Ability to effectively communicate with all levels of the organisation.
  • Identify own development needs in line with business objectives.
  • Act in accordance with Computacenter Information Security Policies and report any potential or actual Security events or other Security risks to the organisation.

What you’ll need

  • Experience supporting multiple ServiceNow modules (e.g. ITSM (Incident, Request, Problem, Change), CMDB, Asset, CSM, FSM).
  • Confident navigation of the ServiceNow UI, lists, forms, filters, and related records.
  • Ability to interpret logs, error messages, and system behaviour to diagnose issues.
  • Understanding of out of the box vs customised functionality.
  • Basic configuration tasks such as: Business rules (awareness, not deep development), Client scripts (understanding impact), Forms, fields, views, and UI policies.
  • Strong understanding of ServiceNow best practises.
  • Minimum 1-2 years of proven experience as a ServiceNow analyst or admin on medium to large scale ServiceNow Platforms.
  • Excellent communication skills.
  • ServiceNow Certified System Administrator - CSA (preferred).
  • Enterprise ITSM background (has used Remedy, ServiceNow or equivalent).
  • Be highly organized, meticulous, structured, and methodical in delivery.
  • Proactive, reliable and security conscious.
  • Cover 9:30 to 6pm hours (team operates 8am to 6pm).
  • Hybrid working – Hatfield office-based twice a week – for 1:1’s and Team Meetings.
  • Ideally UK Government SC cleared or able and willing to obtain.

Additional information

Country: UK

Location: Hatfield

Hours: Full time

Role Type: Permanent

Why you should choose us

Access all areas

Join us and you’ll follow a structured programme that gives you access to all parts of Computacenter including our senior leaders.

Freedom & trust

You’ll have the support on hand when you need it and the autonomy when you don’t. Feel right at home in an environment where you’re able to work with freedom and flexibility, and trusted to manage your own work.

Our customers

You’ll have the opportunity to work with our high-profile customers giving you first-hand exposure to what we do and the opportunity to help shape our solutions.

Showing appreciation & having fun

Great performance is recognised, so too is the willingness to help others. Our Bravo! awards and Long Service Awards Scheme are just a taste of how we say thank you for a job well done. And when it comes to recognising success, we love to celebrate. Our company and team events are legendary!

Working with the best

Over 1,300 technology consultants, 900 project managers and 3,200 systems engineers come together to form our highly regarded professional services community. You’ll find they’re a close-knit team, where mutual trust and collaboration is the norm.

Global environment

Become part of our team and from day one you’ll become part of a global community, as you’ll work with like-minded team members from around the world who share your ambition.

Sharing knowledge

We organise several events and initiatives, such our UK Professional Services Conference and ‘Lunch and Learn’ sessions, that bring together the brightest minds in the business. Here you can learn new things, network, and celebrate success together.

Exciting digital technology

Challenging and rewarding projects: The range of technologies and industries that we are so diverse, that no two projects are alike. The result? A role for you that’s varied and provides the opportunity to expand your expertise and develop your career further.

Health & wellbeing

Our people are our greatest asset and we’re passionate about supporting you in feeling good and staying healthy. We offer a comprehensive Employee Assistance Programme, Wellbeing Champions, Mental Health First Aiders, Access to Work scheme, and more.

Supportive environment

Share your skills with us and we will do the same! Not only will have great mentors to support you, but you’ll also get to work alongside some of the brightest people in the business.

Personal development

We like to invest in our people. We offer training and technology certifications, mentoring and coaching, specialist or management careers, access to our on-the-go immersive learning platform, Percipio, and much more.

Inclusive workplace

People work best when they bring their whole selves to work, that’s why we see and value you as the amazing individual you truly are. We take a genuine interest you that extends beyond skills, knowledge, and experience. Our Employee Impact Groups champion best practice, celebrate diversity and promote inclusion within our industry.

Pension and financial security

Thinking ahead, planning for life’s uncertainties, or simply saving for a rainy day? We offer auto-enrolment onto our pension scheme, a Sharesave/SAYE scheme and more besides.

Flexible benefits

Do you fancy a new bicycle? Want to work-out at the gym? Or do you prefer to get-away from it all? With our voluntary flexible benefits platform, ‘My Benefits’, you can. Achieve savings with our Cycle2Work, GymFlex, Travel Insurance benefits and loads more.

You belong

You belong

At Computacenter, we celebrate difference and it’s important to us that we have a working culture where you can be free to be yourself; in an environment where you feel valued, respected, and supported to reach your full potential and experience a sense of belonging. Because we know when you thrive, we thrive.

As a proud equal opportunities employer, we’re committed to ensuring that there is fair and equal access to opportunities for everyone. Your application is considered on its merits regardless of your age, disability, ethnicity, gender identity, marital status, pregnancy, parenthood, religion or belief, sex or sexual orientation, veteran status, or any other characteristics protected by law. All that matters to us is that you share our vision and values, and you bring the experience and skills we need.

We are proud to be a Disability Confident Employer, a government scheme that helps employers attract, recruit, and retain disabled staff. We welcome applications from disabled people and accept applications in alternative formats – and guarantee to interview applicants who have a disability.

Winning Together

At Computacenter, we have been writing success stories for more than 40 years! Today, we’re driving digital transformation with over 20,000 employees worldwide. We develop IT strategies, implement new technologies and manage complex infrastructures.

As a proud, independent partner to some of the world’s leading technology providers, our portfolio covers workplace, applications & data, cloud & data center, security, and networking. What’s the secret of our success? Quite simply, it’s our people.

The people who bring their unique skills and perspectives to a diverse and inclusive environment that enables them to reach their full potential.

Winning Together

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