ServiceNow Support Analyst

Robert Half is actively partnering with an Austin-based client to identify a ServiceNow Support Analyst (contract). In this role, help maintain and optimize client ServiceNow environments. This role focuses on day‑to‑day platform support, troubleshooting, user administration, and ensuring customers get the most value out of their post‑implementation ServiceNow setup. This role is in Austin, Tx. Key Responsibilities:Customer Support & Platform OperationsServe as the primary point of contact for newly onboarded ServiceNow clients and guide them through their transition after deployment.Handle Tier 1–2 incidents, requests, and general inquiries related to ServiceNow functionality.Investigate and troubleshoot platform issues, coordinating with internal technical teams as needed and maintaining consistent communication with customers.Provide best practice recommendations and ongoing guidance to ensure clients fully leverage the functionality delivered during implementationAdministration & MaintenancePerform routine administrative tasks, including user provisioning, access and role management, and general configuration updates.Monitor overall platform performance, identify system errors, and escalate more complex issues when required.Support platform upgrades, regression testing, and configuration changes.Documentation & Process ImprovementMaintain clear documentation of support cases, recurring issues, resolutions, and enhancement opportunities.Develop and contribute to knowledge articles, troubleshooting guides, and internal support playbooks.Identify areas for process improvement, recommending changes to enhance efficiency and customer experience.CollaborationPartner with internal support, delivery, and sales teams to ensure seamless communication and client satisfaction.Participate in team discussions and contribute to continuous improvement efforts across the support organization.