ServiceNow Support Analyst

Title: ServiceNow Support Analyst

Location: United States

Information Technology

Secret

Fully remote

Overview

GovCIO is seeking a ServiceNow Support Analyst to provide customer communications, application enhancement analysis, defect analysis, testing support, and technical user support within the U.S. Coast Guard (USCG) ServiceNow enterprise environment. This is a full‑time remote position delivering user-focused application support and Agile-driven development assistance.

Responsibilities

The ServiceNow Support Analyst will coordinate change activities and customer communications. The role will analyze application enhancement requests and develop requirements in the form of Agile user stories. This role will perform test verification as requirements are delivered and will communicate expectations to customers. As part of a larger service team, this role will also help resolve user support requests during peak periods.

Primary responsibilities include:

• Serve as the initial point of contact for application-related support requests; log, track, and update all tickets within ServiceNow.
• Analyze customer needs to elaborate, refine, and document enhancement requests within ServiceNow as Enhancement Records and User Stories.
• Analyze and document defect reports.
• Communicate to users our understanding of user requests, additional information required, and next steps.
• Coordinate and communicate platform change activity including the scope and timing of ServiceNow system updates.
• Author and deliver system release notes.
• Participate in Agile user story grooming sessions to help convert enhancement requests into documented requirements suitable for development.
• Fulfill user requests such as access provisioning, permission changes, and application usage guidance within ServiceNow.
• Communicate with users to guide them through system workflows and provide follow-up communication to ensure full resolution and customer satisfaction.
• Escalate complex or recurring application issues to Tier 2 development or engineering teams as required.

Qualifications

High School with 6-9 years (or commensurate experience)

Required Skills and Experience

• Demonstrated effective verbal and written communications skills.
• Business analysis experience to transform user requirements into documented requirements.
• Experience providing direct software systems support to end users.
• Hands-on experience supporting user interactions, incident response, and service request handling within the ServiceNow platform.
• Demonstrated ability to work collaboratively with stakeholders, technical teams, and cross-functional groups.

Clearance Required: Active Secret Clearance

Preferred Skills and Experience

• Experience working with ServiceNow administration, workflows, service catalog, and CMDB.
• Experience with change management communications.
• Experience supporting the U.S. Coast Guard or similar federal agency environments.
• ServiceNow Administrator Certification.
• ITIL Foundation Certification.
• Familiarity with ITIL-aligned best practices, including Incident, Problem, Change, Asset, and Service Level Management.

Posted Salary Range

USD $100,000.00 - USD $120,000.00 /Yr.

Company Overview

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

What You Can Expect

Interview & Hiring Process

If you are selected to move forward through the process, here’s what you can expect:

• JD-FOOTER.LIST_TEXT_1" token-type="text">During the Interview Process
  • JD-FOOTER.LIST_TEXT_1-1" token-type="text">Virtual video interview conducted via video with the hiring manager and/or team
  • JD-FOOTER.LIST_TEXT_1-2" token-type="text">Camera must be on
  • JD-FOOTER.LIST_TEXT_1-3" token-type="text">A valid photo ID must be presented during each interview
• JD-FOOTER.LIST_TEXT_2" token-type="text">During the Hiring Process
  • JD-FOOTER.LIST_TEXT_2-1" token-type="text">Enhanced Biometrics ID verification screening
  • JD-FOOTER.LIST_TEXT_2-2" token-type="text">Background check, to include:
    • JD-FOOTER.LIST_TEXT_2-2-1" token-type="text">Criminal history (past 7 years)
    • JD-FOOTER.LIST_TEXT_2-2-2" token-type="text">Verification of your highest level of education
    • JD-FOOTER.LIST_TEXT_2-2-3" token-type="text">Verification of your employment history (past 7 years), based on information provided in your application

Employee Perks

At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including:

• JD-FOOTER.LIST_TEXT_3" token-type="text">Employee Assistance Program (EAP)
• JD-FOOTER.LIST_TEXT_4" token-type="text">Corporate Discounts
• JD-FOOTER.LIST_TEXT_5" token-type="text">Learning & Development platform, to include certification preparation content
• JD-FOOTER.LIST_TEXT_6" token-type="text">Training, Education and Certification Assistance*
• JD-FOOTER.LIST_TEXT_7" token-type="text">Referral Bonus Program
• JD-FOOTER.LIST_TEXT_8" token-type="text">Internal Mobility Program
• JD-FOOTER.LIST_TEXT_9" token-type="text">Pet Insurance
• JD-FOOTER.LIST_TEXT_10" token-type="text">Flexible Work Environment

*Available to full-time employees

Our employees’ unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

Posted Pay Range

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at-will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.