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Senior Technical Support Analyst
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$64,000 - $117,000 a year
Full-time
- The Senior Technical Support Analyst provides senior-level support for incident and problem management resolution and serves as owner and primary administrator for Service Desk Systems such as the IT Service Management (ITSM) system.
- Acting as the escalation point for complex technical issues reported to the IT Service Desk, they ensure efficient resolution.
- ITSM Administration - Serve as the primary administrator for the ITSM system, managing user access, roles, and permissions, configure and customize ITSM modules to support CMDB and Knowledge Base requirements, and collaborate with stakeholders to identify and implement enhancements to ITSM functionality.
- CMDB Administration - Lead the configuration, maintenance, and optimization of the CMDB within ServiceNow, ensure data accuracy and completeness by defining and enforcing Configuration Item (CI) standards and relationships, and implement and maintain CMDB processes and procedures in alignment with ITIL best practices.
- Training and Documentation - Develop training materials and conduct sessions for both new and existing IT Service Desk Personnel on CMDB, and the Knowledge Base. Additionally, identify areas of deficiencies and provide targeted training to address gaps in technical knowledge or skills.
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