ServiceNow Service Request Analyst (India)

Remote

Our Mission

NewRocket, a global, full-service Elite ServiceNow partner, helps top enterprise leaders solve their toughest business problems and navigate change with confidence. Our mission it to go beyond, creating meaningful experiences for our employees and customers.  Our vision is to be the go-to ServiceNow Guide, creating extraordinary results, with ServiceNow.

NewRocket has been awarded the “2024 BEST Award”, “2024 ServiceNow Customer & Industry Workflows Delivery Success Partner (CIWF)”, “2023 ServiceNow Worldwide Customer Workflow Partner of the Year” and “2023 ServiceNow Creator Workflow Partner of the Year”.   We are #GoingBeyond  

Come join our Crew!

Our Approach to Work

At NewRocket, people are not just the backbone; they're the heartbeat. We champion diversity, celebrate creativity, and embrace the uniqueness each person brings to the table. Here, it's not just about a job; it's about fostering a healthy work-life balance, creating a culture that thrives on collaboration and innovation, and supporting professional growth for individuals and teams.

We believe in creating meaningful experiences, not just for our clients but for every member of our crew. Your voice matters, your growth matters, and you matter. Join us for a journey where your uniqueness is not only recognized but celebrated, and together, let's create something extraordinary!

Your Career

NewRocket is a global team made up of ServiceNow professionals who help our customers run and grow their ServiceNow environments.  Founded with the insight that technology has the power to make people’s lives better and recognized as one of the world’s most innovative companies, ServiceNow provides a platform that makes workflows work. We are hiring a ServiceNow Service Request Analyst, to join our India team, in support of a large global client! This is an amazing opportunity to work on a team, supporting the largest ServiceNow implementation in the world! As a Service Request  Analyst, you will work alongside other members of the NewRocket team, Engineering and Support teams, across ServiceNow services and platforms, assigned to support one client. You will work within a team, maintaining and supporting the client environment and end users.

Your Impact

• The Service Request Analyst is accountable for managing the daily activities and tasking of the service requests, providing 1st and 2nd line customer support
• Serve as primary contact for the client and ensure that service delivery aligns with company standards.
• Will be responsible for fulfilling service requests or escalating them to appropriate DevOps teams as efficiently as possible
• Ownership of incidents and requests, collaborating with colleagues and clients stakeholders in order to deliver innovative, appropriate and timely solutions.
• Provide efficient resolution of issues, with an excellent user experience as the primary objective
• Point of contact for technical assistance and best-in-class experience for all client requests
• Identifies problems in a timely manner, gathers and analyzes information skillfully; develops alternative solutions and resolves problems in early stages.

Your Experience

• 2+ years’ experience working ServiceNow ITSM Platform
• Debugging skills
• Knowledge of ServiceNow core platform functionalities, including incident management, change management and service catalog.
• Experience collaborating with multiple groups such as internal business or engineering units, customers, and/or vendors to drive results
• Excellent communication and documentation skills, with the ability to convey complex technical concepts to both technical and non-technical audiences
• Comfortable raising risks & issues to Senior Management
• Ability to delivery high degree of customer satisfaction
• Comfortable working in a matrixed organization
• Comfortable working with ambiguity & change

Education: 

• A four-year undergraduate degree in Computer Science, Computer Engineering, Information Systems or demonstrated work experience

Certification & Knowledge 

The candidate must be willing and able to continue their education within the ServiceNow platform and beyond. It is expected that the candidate will be able to complete ServiceNow competency Certifications as well as Module Accreditations. 

Preferred Certifications:

• ServiceNow CSA and CIS (Preferred)

We Take Care of Our People 

 NewRocket is committed to a diverse and inclusive workplace. We value and celebrate diversity, believing that every employee matters and should be respected and heard.  We are proud to be an equal opportunity workplace and affirmative action employer, committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin, or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, citizenship, military, or Veteran status. For individuals with disabilities who would like to request an accommodation, please contact [email protected].