ServiceNow Support Analyst

Thank you for your interest in a career at Regions. At Regions, we believe associates deserve more than just a job. We believe in offering performance-driven individuals a place where they can build a career --- a place to expect more opportunities. If you are focused on results, dedicated to quality, strength and integrity, and possess the drive to succeed, then we are your employer of choice.

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Job Description:

At Regions, the Information Technology Application Support Analyst supports software systems, provides troubleshooting, technical assistance, installation, and training to software users. This position also ensures that application support documentation is maintained to the highest quality.

Primary Responsibilities

• Obtains information on application design and functionality to propose solutions to end users
• Responds to client inquiries concerning software operation and troubleshoots system software and operator complications
• Monitors routine and critical processes and workflows to proactively identify problem trends
• Assists with application implementations and configuration
• Performs root cause analysis and provides technical solutions to production related application errors
• Performs application testing in various environments
• Deploys service releases, patches, requests, and customizations
• Resolves complex problems or issues
• Oversees one or more processes and may act as procedural expert regarding policies, guidelines, or processes
• May act as lead to less experienced associates
• May act as subject matter expert (SME)

This position is exempt from timekeeping requirements under the Fair Labor Standards Act and is not eligible for overtime pay.

Requirements

• Bachelor's degree in a related field and five (5) years of related experience
• Or High School Diploma and nine (9) years of experience

Skills and Competencies

• Ability to communicate technical problems and solutions to non-technical users
• Excellent written and verbal communication skills

• Experience with the ServiceNow ITSM Platform (Incident, Change, Problem, CMDB, Knowledge, and Employee Center).
• Requirements engineering expertise. Must have the ability to take basic business requirements and convert to be ServiceNow specific.
• Ability to quickly learn configuration and design standards and implement/enforce in daily work.
• Strong communication skills are required as there will be direct interaction with internal customers.
• Ability to perform basic functional testing of implemented requirements.
• Proficient at technical writing. ServiceNow specific technical writing experience is a plus.
• Understanding of the ServiceNow Knowledge base and related functions. Experience with creation of Knowledge Base articles is a plus.
• Understanding of core ServiceNow features/functions. Including: variables, variable sets, client scripts, script includes, business rules, UI policies, UI actions, and workflows).
• Understanding of ServiceNow Employee Center and Catalog Items.
• Create/modify list views, queries, reports, and dashboards in ServiceNow.
• Experience working on an Agile development team.
• Prior experience in Configuration/Administration of the ServiceNow ITSM Platform is a plus.
• Experience with the following ServiceNow modules is a plus. (Vulnerability Response Management, Hardware Asset Management, and Software Asset Management).

Position Type

Benefits Information

Regions offers a benefits package that is flexible, comprehensive and recognizes that "one size does not fit all" for benefits-eligible associates. Listed below is a synopsis of the benefits offered by Regions for informational purposes, which is not intended to be a complete summary of plan terms and conditions.

• Paid Vacation/Sick Time
• 401K with Company Match
• Medical, Dental and Vision Benefits
• Disability Benefits
• Health Savings Account
• Flexible Spending Account
• Life Insurance
• Parental Leave
• Employee Assistance Program
• Associate Volunteer Program

Please note, benefits and plans may be changed, amended, or terminated with respect to all or any class of associate at any time. To learn more about Regions' benefits, please click or copy the link below to your browser.

https://www.regions.com/welcometour/benefits.rf

Location Details

Location:

Bring Your Whole Self to Work  

We have a passion for creating an inclusive environment that promotes and values diversity of race, color, national origin, religion, age, sexual orientation, gender identity, disability, veteran status, genetic information, sex, pregnancy, and many other primary and secondary dimensions that make each of us unique as individuals and provide valuable perspective that makes us a better company and employer. More importantly, we recognize that creating a workplace where everyone, regardless of background, can do their best work is the right thing to do.

OFCCP Disclosure: Equal Opportunity Employer/Disabled/Veterans