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.