Support Analyst II

Job Description

Overview

The ServiceNow Support Analyst is responsible for providing functional and operational support for the ServiceNow platform, with a focus on IT Service Management (ITSM) and HR Service Delivery (HRSD) modules. The role ensures stable and efficient service delivery, supports business users, manages incidents and requests, participates in platform enhancements, and contributes to continuous improvement initiatives across HR and IT processes.

The analyst will work closely with IT, HR, business stakeholders, vendors, and ServiceNow product teams to maintain platform reliability, optimize workflows, and support strategic transformation initiatives.

Your Role

ServiceNow Platform Support

• Provide Level 2 support for ServiceNow ITSM and HRSD modules.
• Manage and resolve incidents, service requests, and platform issues within agreed SLAs.
• Perform root cause analysis and problem management activities.
• Monitor platform performance and proactively identify service improvement opportunities.
• Maintain knowledge articles and support documentation.

ITSM Process Support

• Support Incident, Request, Problem, Change, Knowledge, CMDB, Asset, and Service Catalog processes.
• Ensure adherence to ITIL best practices and governance standards.
• Support service reporting, KPI monitoring, and operational reviews.
• Assist in service transition and release deployment activities.

HR Service Delivery (HRSD) Support

• Support HR case management, employee service center workflows, onboarding/offboarding processes, and HR knowledge management.
• Maintain HR service catalog items and workflows.
• Collaborate with HR stakeholders to improve employee experience and process efficiency.
• Support HR process automation and self-service initiatives.

Reporting & Analytics

• Create and maintain dashboards and reports.
• Monitor service performance metrics and trends.
• Provide operational reporting to business and IT stakeholders.
• Support audit and compliance reporting requirements.

Stakeholder & Vendor Management

• Engage with business users to understand issues and requirements.
• Coordinate with ServiceNow support partners and vendors.
• Facilitate communication between technical and business teams.
• Provide user guidance, training, and knowledge transfer where required

About You

• Bachelor's degree in Information Technology, Computer Science, or related discipline.
• 3-5 years of experience supporting ServiceNow platforms.
• Strong understanding of ITIL practices, service operations, incident management, change management, and problem management.
• Hands-on experience with ServiceNow ITSM modules.
• Experience supporting ServiceNow HR Service Delivery (HRSD) modules.
• Experience managing vendors and global support teams.
• Strong analytical and troubleshooting skills.
• Excellent communication and stakeholder management skills.
• ServiceNow System Administrator and/or HR Service Delivery certifications.
• ITIL Foundation or higher certification.
• Experience with ServiceNow integrations using REST/SOAP APIs.
• Knowledge of JavaScript, Flow Designer, Integration Hub, and Service Catalog development.
• Experience supporting global organizations with multi-region operations.

Rewards & Benefits

Explore the rewards and benefits that help you thrive – at every stage of your life and your career.

This includes:

• Comprehensive life insurance coverage.
• Premium medical insurance for you and your dependents.
• Generous annual leave balance.
• Flexible and hybrid work solutions.
• Remote work opportunities outside of country.
• Company gratuity scheme.
• Discretionary bonus program.
• Relocation assistance.
• Employee Wellbeing Program: 24/7 access to specialists in finance, legal matters, family care, personal health, fitness, and nutrition.

Seize every opportunity to sharpen your skills, expand your expertise, and be recognized for the impact you make.

About AtkinsRéalis

We're AtkinsRéalis, a world-class engineering services and nuclear organization. We connect people, data and technology to transform the world's infrastructure and energy systems. Together, with our industry partners and clients, and our global team of consultants, designers, engineers and project managers, we can change the world. We're committed to leading our clients across our various end markets to engineer a better future for our planet and its people.

Find out more.    

Worker Type

Job Type

At AtkinsRéalis, we seek to hire individuals with diverse characteristics, backgrounds and perspectives. We strongly believe that world-class talent makes no distinctions based on gender, ethnic or national origin, sexual identity and orientation, age, religion or disability, but enriches itself through these differences.