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Responsibilities:
- Own assigned incidents end-to-end in ServiceNow, from intake through customer follow-up and closure.
- Manage tickets across Incident, Change Management, and Configuration/Release Management modules.
- Lead investigation and solution engineering on complex or escalated tickets, applying awareness of underlying application code.
Skills Required:
- Full incident/ticket lifecycle ownership in ServiceNow with strong troubleshooting and solution engineering.
- Ability to triage and prioritize backlog, mentor mid-level analysts, and drive measurable reduction in open tickets.
- Experience in software testing, Test Plan development, and Functional Specifications documentation.
Education and Certifications:
- Bachelor’s degree (BA/BS) with 8+ years of relevant experience; preferred in Business Administration or Information Systems.
- Preferred certifications: ITIL 4 Foundation, ServiceNow Certified System Administrator, CBAP.
- US Citizenship and ability to obtain an active Secret clearance required.
Zantech
Zantech is a dynamic Woman Owned Small Business focused on providing complex, mission-focused solutions. They have a proven track record of outstanding customer performance and high employee satisfaction.