ServiceNow Support Analyst

GovCIO is seeking a ServiceNow Support Analyst to provide customer communications, application enhancement analysis, defect analysis, testing support, and technical user support within the U.S. Coast Guard (USCG) ServiceNow enterprise environment. This is a full‑time remote position delivering user-focused application support and Agile-driven development assistance.

The ServiceNow Support Analyst will coordinate change activities and customer communications. The role will analyze application enhancement requests and develop requirements in the form of Agile user stories. This role will perform test verification as requirements are delivered and will communicate expectations to customers. As part of a larger service team, this role will also help resolve user support requests during peak periods.

Primary responsibilities include:

• Serve as the initial point of contact for application-related support requests; log, track, and update all tickets within ServiceNow.
• Analyze customer needs to elaborate, refine, and document enhancement requests within ServiceNow as Enhancement Records and User Stories.
• Analyze and document defect reports.
• Communicate to users our understanding of user requests, additional information required, and next steps.
• Coordinate and communicate platform change activity including the scope and timing of ServiceNow system updates.
• Author and deliver system release notes.
• Participate in Agile user story grooming sessions to help convert enhancement requests into documented requirements suitable for development.
• Fulfill user requests such as access provisioning, permission changes, and application usage guidance within ServiceNow.
• Communicate with users to guide them through system workflows and provide follow-up communication to ensure full resolution and customer satisfaction.
• Escalate complex or recurring application issues to Tier 2 development or engineering teams as required.

High School with 6-9 years (or commensurate experience)

Required Skills and Experience

• Demonstrated effective verbal and written communications skills.
• Business analysis experience to transform user requirements into documented requirements.
• Experience providing direct software systems support to end users.
• Hands-on experience supporting user interactions, incident response, and service request handling within the ServiceNow platform.
• Demonstrated ability to work collaboratively with stakeholders, technical teams, and cross-functional groups.

Clearance Required: Active Secret Clearance

Preferred Skills and Experience

• Experience working with ServiceNow administration, workflows, service catalog, and CMDB.
• Experience with change management communications.
• Experience supporting the U.S. Coast Guard or similar federal agency environments.
• ServiceNow Administrator Certification.
• ITIL Foundation Certification.
• Familiarity with ITIL-aligned best practices, including Incident, Problem, Change, Asset, and Service Level Management.