ServiceNow Support Analyst (ITSM)

TL;DR

ServiceNow Support Analyst (ITSM): Providing technical user support and application enhancement analysis within the U.S. Coast Guard ServiceNow enterprise environment with an accent on Agile user story development and incident resolution. Focus on coordinating platform change activities, documenting requirements, and ensuring high-quality service delivery for federal stakeholders.

Location: Must be based in the United States (US-Remote).

Salary: $100,000–$120,000 Annually

Company

hirify.global is a technology services firm dedicated to transforming government IT through innovative solutions and mission-focused support.

What you will do

• Serve as the primary point of contact for ServiceNow application support and ticket management.
• Analyze customer needs to document enhancement requests and Agile user stories.
• Coordinate platform change activities and communicate system updates to users.
• Perform test verification for delivered requirements and manage defect reports.
• Provide user guidance on system workflows, access provisioning, and permission changes.
• Escalate complex technical issues to Tier 2 development and engineering teams.

Requirements

• Active Secret Clearance required.
• Must be based in the United States.
• 6-9 years of experience or commensurate professional background.
• Hands-on experience with ServiceNow incident response and service request handling.
• Strong business analysis skills to transform user needs into documented requirements.
• Demonstrated ability to collaborate with technical teams and stakeholders.

Nice to have

• ServiceNow Administrator Certification.
• ITIL Foundation Certification or familiarity with ITIL best practices.
• Experience supporting U.S. Coast Guard or federal agency environments.
• Knowledge of ServiceNow workflows, service catalog, and CMDB.

Culture & Benefits

• Flexible work environment with full-time remote options.
• Access to learning and development platforms with certification support.
• Comprehensive employee assistance program (EAP) and pet insurance.
• Internal mobility and referral bonus programs.
• Collaborative team environment focused on meaningful government mission work.

Hiring process

• Virtual video interview with the hiring manager (camera must be on).
• Enhanced biometrics ID verification and background check (criminal history, education, and employment verification).