ServiceNow Platform Support Analyst (1st / 2nd Line)

Competitive Salary Derby - Hybrid Permanent

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 an 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