Senior ServiceNow Service Desk Analyst

• Posted 21 hours ago • Updated 9 hours ago
Full Time
Fitment

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Job Details

Skills

  • Editing
  • Taxonomy
  • Meta-data Management
  • Usability
  • Artificial Intelligence
  • Network
  • Microsoft Windows
  • IOS Development
  • Management
  • SLA
  • Web Portals
  • Leadership
  • Knowledge Sharing
  • Service Delivery
  • Optimization
  • Technical Support
  • ServiceNow
  • Knowledge Management
  • Knowledge Base
  • Workflow
  • Physical Layer
  • Network Layer
  • Service Desk
  • ITIL
  • Computer Hardware
  • Computer Networking
  • TCP/IP
  • DNS
  • Dragon NaturallySpeaking
  • Active Directory
  • Microsoft SCCM
  • Bomgar
  • Remote Support
  • Collaboration
  • WebEx
  • Documentation
  • MediaWiki
  • Microsoft SharePoint
  • Microsoft Office
  • Microsoft Excel
  • Reporting
  • Analytics
  • Information Technology
  • Training
  • Healthcare Information Technology
  • Health Care
  • Life Sciences
  • Recruiting
  • Marketing Communications

Summary

Job Title: Senior ServiceNow Service Desk Analyst

Location: Remote (East Coast-based client)

Job Type: Contract-to-Hire

Travel: Occasional travel required for key project milestones

Overview

We are seeking a Senior ServiceNow Service Desk Analyst to join a leading East Coast healthcare organization. This individual will serve as a key contributor to Service Desk operations, providing advanced technical support while also leading Knowledge Management initiatives within the ServiceNow platform. This role combines hands-on support across L1-L3 tiers with ownership of knowledge base strategy, content governance, and continuous service improvement.

Key Responsibilities
  • Act as a ServiceNow Knowledge Management SME, owning the full lifecycle of knowledge articles including creation, editing, governance, and optimization for self-service and AI-driven workflows (e.g., Now Assist)
  • Define and enforce standards for knowledge content, including templates, taxonomy, metadata tagging, and Article Quality Index (AQI) management
  • Maintain and continuously improve the Knowledge Base (KB), ensuring content accuracy, usability, and alignment with ITIL best practices
  • Analyze KB analytics and service desk trends to identify content gaps, improve search success rates, and increase ticket deflection
  • Leverage AI tools (e.g., Gemini, NotebookLM) to synthesize complex technical information and proactively develop high-quality documentation
  • Provide Level 1-3 technical support, troubleshooting hardware, software, network, and application issues across Windows and iOS environments
  • Manage the full lifecycle of Incidents, Service Requests, Tasks, and Work Orders from intake through resolution
  • Oversee ticket triage, prioritization, escalation, and SLA adherence across multiple intake channels (phone, chat, email, portal)
  • Collaborate with cross-functional teams, SMEs, and leadership to ensure efficient knowledge sharing and service delivery
  • Support system integrations, deployments, upgrades, and documentation for enterprise applications and infrastructure
  • Participate in hardware/software rollouts, imaging (SCCM), and environment optimization initiatives

Required Qualifications
  • 2-4+ years of Service Desk or Technical Support experience
  • 2+ years of ServiceNow Knowledge Base / Knowledge Management experience
  • Strong expertise in ServiceNow Knowledge Management modules (KB structure, workflows, user criteria, AQI)
  • Hands-on experience supporting multi-tier Service Desk environments (L1-L3)
  • Working knowledge of ITIL Service Desk best practices (ITIL certification preferred)
  • Experience supporting healthcare or hospital environments
  • Proficiency in troubleshooting hardware, software, and basic networking (TCP/IP, DNS, Active Directory)
  • Experience with tools such as SCCM, Bomgar (remote support), and collaboration platforms (e.g., WebEx)
  • Strong documentation skills with experience in MediaWiki, SharePoint, or similar platforms
  • Advanced skills in Microsoft Office (especially Excel for reporting and analytics)

Education
  • Bachelor's degree in Information Technology or a related field preferred
  • Equivalent combination of education, training, and relevant experience will be considered


To learn more about this and other positions, contact Michael Cooper at or . Healthcare IT Leaders is a national leader in IT workforce solutions, connecting healthcare provider, payer and life sciences organizations with experienced technology talent for consulting and full-time hiring. For more information, visit us on the web at .

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Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: 10358453
  • Position Id: 032184
  • Posted 21 hours ago
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