User Support Specialist
New
USFull-TimeMiddle
Salary57,000 - 97,000 USD per year
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Job Details
- Experience
- 3–7 years
- Required Skills
- DocumentationTechnical supportServiceNow
Requirements
- 3–7 years of experience in IT user support, service desk, or technical troubleshooting roles, with Tier 2–Tier 3 responsibilities.
- Bachelor’s degree in Computer Science, Information Systems, or a related field (or equivalent combination of education and experience).
- Strong experience using ServiceNow or similar ticketing and IT service management platforms.
- Solid understanding of incident management, escalation workflows, and SLA-driven support environments.
- Proven ability to conduct root cause analysis and resolve complex technical issues effectively.
- Experience maintaining and developing knowledge base documentation, user guides, and support resources.
- Strong communication and interpersonal skills with the ability to deliver clear, empathetic user support.
- Ability to analyze support trends and recommend improvements to systems, processes, and user experience.
- Comfort working in structured, fast-paced environments with rotating on-call responsibilities.
Responsibilities
- Provide Tier 2 and Tier 3 technical support by diagnosing and resolving complex user issues, ensuring compliance with service level agreements and escalation procedures.
- Manage and prioritize support tickets using enterprise platforms (such as ServiceNow), ensuring accurate documentation, categorization, and timely resolution.
- Perform root cause analysis on recurring incidents and contribute to long-term solutions that improve system performance and reduce future disruptions.
- Deliver application and workflow support to end users, helping them navigate system functionality and business processes effectively.
- Maintain and continuously improve knowledge base content, including FAQs, troubleshooting guides, and user documentation.
- Collaborate with internal teams and external resolver groups to coordinate fixes, enhancements, and issue resolution.
- Analyze support metrics and ticket trends to identify opportunities for process improvement and increased service efficiency.
- Contribute to training materials and user enablement initiatives to strengthen adoption and reduce support dependency.
- Participate in on-call rotations to ensure timely response to critical incidents and maintain system reliability.
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