IT End User Analyst

Role:  IT End User Analyst 
Location:  Miami, FL(onsite)
Duration:  Long term contract

-Experience with ServiceNow
-Reporting and analyzing data and identifying trends
-Desktop Support and L1/L2 Support 
-ServiceNow tickets, performance 
-Asset Management 


IT End User Analyst 

We are seeking a highly motivated IT End User Analyst who combines strong technical troubleshooting skills with analytical thinking and reporting expertise. This role serves as a key liaison between end users and IT teams, providing exceptional support while leveraging ServiceNow to manage incidents, requests, knowledge articles, and performance reporting. The ideal candidate is both customer-focused and data-driven, capable of identifying trends, improving processes, and delivering actionable insights through ServiceNow reporting and dashboards.

Key Responsibilities
End User Support
Provide desktop support and L1/L2 technical support for hardware, software, network, and application-related issues.
Diagnose and resolve end-user incidents and service requests in a timely manner.
Support Windows, Microsoft 365, collaboration tools, mobile devices, printers, and other enterprise technologies.
Document troubleshooting steps, resolutions, and knowledge articles within ServiceNow.
Ensure adherence to SLA commitments and customer satisfaction standards.

ServiceNow Administration & Operations
Manage incident, request, problem, and change records within ServiceNow.
Monitor ticket queues and ensure proper categorization, prioritization, and escalation.
Create and maintain ServiceNow knowledge base content.
Collaborate with technical teams to improve workflows and service delivery processes.
Identify opportunities to automate repetitive tasks and improve operational efficiency.

Reporting & Analytics
Develop, maintain, and analyze ServiceNow reports, dashboards, and performance metrics.
Monitor KPIs such as SLA compliance, ticket volume, resolution times, backlog trends, and customer satisfaction.
Perform root cause analysis on recurring incidents and service issues.
Present findings and recommendations to IT leadership and stakeholders.
Use data-driven insights to improve service quality and user experience.

Process Improvement
Analyze support trends and recommend process improvements.
Participate in continuous improvement initiatives and IT service management (ITSM) best practices.
Assist with IT audits, compliance reporting, and operational reviews.
Support technology rollouts, upgrades, and user adoption initiatives.

Required Qualifications
Bachelor''s degree in Information Technology, Computer Science, Information Systems, or equivalent experience.
3+ years of IT support, help desk, desktop support, or end-user computing experience.
Hands-on experience with ServiceNow incident, request, and knowledge management modules.
Experience creating and maintaining ServiceNow reports and dashboards.
Strong troubleshooting skills across desktop, mobile, and enterprise applications.
Excellent analytical and problem-solving abilities.
Strong communication and customer service skills.

Success Measures
SLA compliance and ticket resolution performance.
Accuracy and effectiveness of ServiceNow reporting.
Reduction in recurring incidents through trend analysis.
Improved end-user satisfaction scores.
Increased operational efficiency through process enhancements and automation.
This role is ideal for someone who enjoys both solving technical problems and using data to drive smarter IT decisions.