At a Glance
- Tasks: Provide first and second-line support for the ServiceNow platform and resolve incidents.
- Company: Leading tech and managed services organisation investing in digital transformation.
- Benefits: Competitive salary, hybrid work model, and opportunities for career growth.
- Other info: Great pathway to roles like ServiceNow Developer or Technical Consultant.
- Why this job: Join a dynamic team and develop your skills in a cutting-edge platform.
- Qualifications: Experience with ServiceNow, ITIL processes, and strong troubleshooting skills.
The predicted salary is between 45000 - 45000 £ per year.
We are partnering with a leading technology and managed services organisation that is continuing to invest heavily in its ServiceNow platform and digital transformation capabilities. As part of this growth, they are looking to appoint a ServiceNow Platform Support Analyst (1st / 2nd Line) on a permanent basis, to play a key role in designing, developing, and enhancing enterprise-scale ServiceNow solutions.
Role Summary
The ServiceNow Platform Support Analyst is responsible for providing first and second-line support for the ServiceNow platform and its associated modules. The role will act as the primary point of contact for platform incidents, service requests, defects, configuration issues, and user queries, ensuring the platform remains stable, secure, and aligned to business requirements.
The successful candidate will perform incident triage, troubleshooting, root cause analysis, platform administration, configuration, scripting, testing, and deployment activities while working closely with platform owners, developers, business stakeholders, and third-party partners. This role provides an excellent opportunity to develop into a ServiceNow Developer, Technical Consultant, or Platform Administrator.
Key Responsibilities
- Act as the first and second-line support function for ServiceNow.
- Investigate, diagnose and resolve platform incidents and service requests.
- Triage incoming tickets and determine appropriate resolution paths.
- Monitor platform health, integrations, scheduled jobs, and system performance.
- Identify recurring issues and propose permanent fixes.
- Perform root cause analysis on platform defects.
- Maintain support documentation and knowledge articles.
Modules Supported
- ITSM
- CSM
- FSM
- SPM
- CMDB
- Asset Management
- Knowledge Management
- Service Portal
- Integration Hub
- Flow Designer
- Reporting & Dashboards
- Performance Analytics
- Custom Applications
Skills & Experience
- Experience supporting the ServiceNow platform.
- Understanding of ITIL processes.
- Experience investigating and resolving incidents.
- Knowledge of:
- Business Rules
- Client Scripts
- UI Policies
- Flow Designer
- Notifications
- ACLs
- Import Sets
- Transform Maps
- JavaScript knowledge.
- Experience working with APIs (REST/SOAP).
- Strong troubleshooting and analytical skills.
- Excellent communication skills.
Key Competencies
- Customer Focus
- Problem Solving
- Attention to Detail
- Communication Skills
- Teamwork and Collaboration
ServiceNow Platform Support Analyst (1st / 2nd Line) in Derby employer: Precept Recruit
Join a leading technology and managed services organisation in Derby, where innovation meets opportunity. As a ServiceNow Platform Support Analyst, you'll thrive in a collaborative work culture that prioritises employee growth and development, offering clear pathways to advance into roles such as ServiceNow Developer or Technical Consultant. With a competitive salary and a hybrid working model, this is an excellent place for those seeking meaningful and rewarding employment in a dynamic environment.
StudySmarter Expert Advice🤫
We think this is how you could land ServiceNow Platform Support Analyst (1st / 2nd Line) in Derby
✨Join the IT Consultancy Buzz
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Create a personal project or case study relevant to the challenges Precept Recruit might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
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We think you need these skills to ace ServiceNow Platform Support Analyst (1st / 2nd Line) in Derby
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Precept Recruit.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Precept Recruit. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Precept Recruit
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
