ServiceNow IT Solutions Analyst

September 17, 2024

Teradyne

We are the global test and automation specialists, powering next-generation technologies through sophisticated solutions. Behind every electronic device you use, Teradyne's test technology ensures your device works right the first time, every time! Our portfolio of automation solutions help manufacturers to develop and deliver products quickly, efficiently and cost-effectively. Together, Teradyne companies deliver manufacturing automation across industries and applications around the world!
This resource will primarily provide technical and functional support for Service Now. In addition to the support, this resource will also provide continuous development, maintenance and customization support for all components related to the application. Will work cross functionally with other teams with which the primary applications interface. Work with business users directly to implement new features or troubleshoot and resolve application related issues.

Job Responsibilities

Provide general Service Now administration and maintenance for (but not limited to) CSM, SPM modules, configuration and development support.
Develop and implement new Service Now integrations based on customer requirements.
Perform platform upgrades, cloning and restores.
Provide support for all technical issues related to the platform.
Analyze performance issues, fix bugs and troubleshoot problems. Identify root cause and recommend permanent fix.
Report /escalate critical issues with manager and other teams.
Work cross functionally, coordinate with multiple teams, follow-up and fix integration related issues.
Learn new technologies / products in a short span of time, adapt to the new environment and provide efficient support.
Maintain and regularly update all application related technical, support and knowledge documentation.
Researching emerging technologies and possible application to the platform.
Recommend products, innovations and process changes to improve the quality of service.
Create and maintain user guides and other technical documents

Minimum Requirements:

BS in engineering field or equivalent experience.
Advanced English level.
1 year of hands-on experience in the following:

Supporting and managing Service Now instances
Service Now Developer / Specialist.
Service Now integrations with other systems using JSON, XML, REST, SOAP, etc.
Experience with the following (but not limited to) Service Now Products: CSM, SPM.
Experience in Scripting in various areas (business rules, client scripts, UI actions, ACL, UI policies, portal pages, UI pages)
Proficiency in Java Script
Configuring workflows

Preferred Job Requirements

Service Now mainline certification
Good troubleshooting skills
Experience supporting Atlassian products (Jira Service Management, Jira Software, Confluence, etc.)

The ideal candidate comes with the following behavioral traits: