ServiceNow Support Specialist

About Us Since 1989, SHI International Corp. has transformed organizations through cutting-edge technology. Over the years, we've achieved consistent growth, establishing ourselves as a $16 billion global provider of IT solutions and services. With over 17,000 organizations relying on SHI's concierge approach to solve complex challenges, our employees are our greatest asset - all 7,000 of them. Join our team, and you'll benefit from: A strong commitment to diversity, being the largest minority- and woman-owned enterprise in the U.S. Opportunities for continuous professional development and leadership growth. Comprehensive health, wellness, and financial benefits designed to provide peace of mind for you and your family. Access to world-class facilities and the latest technology to thrive, whether in our offices or remotely. Job Summary We are looking for a detail-oriented and customer-focused ServiceNow Support Specialist to enhance our ServiceNow practice. In this role, you will manage the daily administration, maintenance, and optimization of the ServiceNow deployments for our clients. Your collaboration with end users, IT teams, and process owners will be essential to ensure our platform implementations operate seamlessly and continue to meet business requirements. Role Description Act as the primary support contact for newly onboarded ServiceNow customers, ensuring a smooth transition after implementation. Provide Tier 1-2 support for ServiceNow incidents, requests, and inquiries. Troubleshoot customer-reported incidents, triage with internal ServiceNow and Sales teams, and deliver timely and accurate updates until resolution. Provide ongoing guidance and best practice recommendations to help customers maximize the value of SHI functionalities. Maintain documentation of internal and external support cases, recurring issues, and drive enhancement opportunities to boost support efficiency and customer satisfaction. Contribute to knowledge base articles, troubleshooting guides, and internal playbooks to improve support readiness and response effectiveness. Handle user administration tasks including roles, groups, access management, and onboarding/offboarding activities. Monitor system performance, troubleshoot errors, and escalate complex issues when necessary. Assist in configuration updates, platform upgrades, and testing activities. Behaviors and Competencies Communication: Able to communicate complex ideas clearly and adapt style based on the audience. Detail-Oriented: Skillful at identifying errors and inconsistencies and making necessary corrections. Organization: Capable of prioritizing tasks, managing workflow, and using tools to keep responsibilities on track. Prioritization: Adept at identifying critical tasks and executing without explicit instructions. Multi-Tasking: Proficient in proposing solutions for task optimization and managing multiple tasks effectively. Follow-Through: Able to manage multiple responsibilities, prioritize efficiently, and meet deadlines independently. Continuous Improvement: Skilled at identifying areas for enhancement and implementing changes effectively. Data Analysis: Capable of recognizing patterns in data and using statistical techniques to test hypotheses. Problem-Solving: Proficient at identifying problems, proposing solutions, and taking initiative to resolve them. Collaboration: Engages actively in team discussions, respects diverse opinions, and works collaboratively towards common objectives. Skill Level Requirements Basic proficiency in Microsoft applications like Word, PowerPoint, and Outlook to enhance productivity. Basic ability to utilize Microsoft Excel for data analysis, including formulas, functions, and visualization tools. Understanding of project management frameworks such as Agile and Waterfall to execute projects effectively. Basic competence in using project management tools like Jira, Trello, or MS Project. Basic knowledge of utilizing Dynamics CRM for managing customer relationships and tracking sales. Other Requirements 1-3 years of experience in supporting ServiceNow or similar ITSM platforms. Familiarity with ITIL processes (Incident, Problem, Change). Strong troubleshooting and customer service skills. Experience with basic ServiceNow administration tasks. Ability to communicate effectively with both technical and non-technical users. Exceptional attention to detail, organization, and follow-through. Preferred Requirements ServiceNow Certified System Administrator (CSA). Experience in creating reports, dashboards, and performance analytics. Familiarity with ServiceNow workflows, UI policies, and business rules. Experience in supporting enterprise CSM and ITSM environments. The estimated annual pay range for this position is $70,000 - $110,000, which includes a base salary and bonus. Compensation depends on individual job-related knowledge, skills, experience, and market location. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending options. We are an Equal Opportunity Employer - M/F/Disability/Protected Veteran Status.

Created: 2026-03-07