SUMMARY:
ENSURE seamless IT support for software, hardware and applications across regional and global teams, both on-site and remotely of a dynamic Independent Asset Management Firm seeking a customer-centric ServiceNow Support Analyst.
POSITION INFO:
ENVIRONMENT:
ENSURE seamless IT support for software, hardware and applications across regional and global teams, both on-site and remotely of a dynamic Independent Asset Management Firm seeking a customer-centric ServiceNow Support Analyst. You will take charge of technical issues, serve as a SPOC for users – handling a high volume of support requests while leveraging AI and automation tools like Microsoft Copilot, Power Automate and ServiceNow to drive efficiency and enhance user experience. The ideal candidate must possess a Degree in Information Systems/Computer Science or a related discipline, have 3+ years of work experience in a similar role with ITIL knowledge & proficiency in Microsoft 365, Windows 10/11, Azure, Intune, OneDrive, SharePoint, Teams, PowerShell, Power Automate and ServiceNow.
DUTIES:
- Take ownership of technical issues from report to resolution, ensuring minimal handovers and proactive follow-ups.
- Act as a SPOC for users, handling a high volume of support requests across email, Teams, phone and walk-ups.
- Leverage AI and automation tools like Microsoft Copilot, Power Automate and ServiceNow to drive efficiency and enhance user experience.
- Diagnose and resolve issues proactively, using tools like SysTrack to detect and prevent potential problems before they escalate.
- Collaborate with product and technical teams to resolve complex technical challenges.
- Use scripting and automation (PowerShell, SQL, ServiceNow automation) to reduce manual work and optimize workflows.
- Maintain real-time communication with users, keeping them informed and ensuring a positive support experience.
- Continuously improve knowledge management, updating and contributing to a knowledge base to empower users.
- Analyse support trends, identifying recurring issues and opportunities for automation and process improvements.
- Perform user administration (password resets, user setup, Active Directory updates, troubleshooting).
- Conduct post-resolution follow-ups to ensure user satisfaction and identify process improvements.
- Participate in after-hours support and on-call support on a rotational basis.
- Promote self-service adoption and automation tools, educating users on best practices.
REQUIREMENTS:
Qualifications –
- Degree in Information Systems, Computer Science or a related field (or equivalent experience).
Experience/Skills –
- 3+ Years of experience in IT Support, Service Desk or IT Service Management with a focus on remote support and high-volume requests.
- ITIL knowledge and experience applying ITSM best practices.
- Strong troubleshooting and problem-solving skills for software, hardware and cloud environments, supporting users remotely across different locations.
- Proficiency with Microsoft 365, Windows 10/11, Azure, Intune, OneDrive, SharePoint and Teams.
- Experience with Automation and Scripting (PowerShell, Power Automate and ServiceNow tools) to optimize workflows.
- Knowledge of IT asset and application management, including Citrix, Bloomberg, FactSet, ThinkFolio or Charles River.
- Experience with IT security tools such as Mimecast, anti-virus solution and endpoint security platforms.
- Experience with Endpoint Monitoring tools (e.g. SysTrack) for proactive troubleshooting and automation.
- ServiceNow expertise - administration, configuration, development, workflows, automation and integrations.
- Tech-first mindset, embracing AI and automation driven tools like PowerApps, Microsoft Copilot.
ATTRIBUTES:
- A client focused and collaborative approach.
- Able to analyse, interpret and assimilate information.
- Driven by results.
- The ability to ‘approach and own’ and continuously seeks out opportunities for development.
- Excellent communication skills – clear, proactive and user focused support.
- Ability to work independently and collaboratively within a fast-paced, evolving IT environment.
While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.
COMMENTS:
When applying for jobs, ensure that you have the minimum job requirements. OnlySA Citizens will be considered for this role. If you are not in the mentioned location of any of the jobs, please note your relocation plans in all applications for jobs and correspondence. Apply here
