Support Analyst – ServiceNow

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🕒 June 25

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Black Pearl Consult

WebsiteLinkedInAll Job Openings

11 - 50 employees

💼 Consulting

🎯 Recruiter

Consulting • Recruitment

Black Pearl Consult is a leading HR consultancy and specialist recruitment firm with about 10 years of workforce partnership experience. They provide customized HR consultancy, specialist recruitment and workforce solutions, including full managed projects, enablement, upskilling, a job seekers portal, team-building and corporate services. The firm positions itself as an extension of client teams to manage or support hiring processes and to deliver tailored talent strategies. Black Pearl lists offices in Abu Dhabi (UAE), Auckland (New Zealand) and Manila (Philippines) and serves corporate clients across industries.

📋 Description

• Provide first and second-level support for ServiceNow and related enterprise applications. • Manage and resolve incidents, service requests, and user issues within agreed SLAs. • Monitor system tickets and ensure timely escalation where necessary. • Troubleshoot and resolve platform and workflow issues. • Support end-users with system navigation and usage guidance. • Maintain accurate records of incidents, resolutions, and support activities. • Collaborate with technical teams to resolve complex issues. • Assist in identifying recurring issues and support process improvements. • Participate in system upgrades, testing, and release support activities. • Ensure adherence to ITIL-based support processes and standards.

🎯 Requirements

• 2–5 years of experience in IT support or service desk roles. • Experience supporting ServiceNow or similar ITSM platforms. • Strong problem-solving and troubleshooting skills. • Good communication and customer service skills. • Understanding of ITIL processes (incident, problem, and change management).