ServiceNow Implementation and Support - Sr. Analyst

Responsibilities

• Interface with vendors to provide service on PCs and related hardware and address complex technical issues
• Install, configure, troubleshoot, and maintain office productivity tools, PCs, and related hardware
• Maintain, upgrade, and deploy network systems and software applications as required
• Monitor service requests via calls and emails to ensure timely resolution and maintain detailed documentation
• Participate in the evaluation, testing, and integration of new office products and hardware
• Resolve service desk tickets and improve service methods in compliance with customer service standards
• Perform root cause analysis and develop templates, checklists, and references for recurring problems
• Provide second-level support to resolve issues or determine appropriate escalation paths
• Manage hardware and software inventory and ensure the security of ticketing systems

Requirements

• Undergraduate degree in Computer Science, Information Technology, or an Engineering field
• Proven experience in IT delivery services within a large organization
• Proficiency with ServiceNow ITSM, including creating reports and dashboards for trend analysis
• Strong knowledge of IT Service Management (ITSM) frameworks
• Experience with Microsoft Azure Active Directory (AAD), Intune, and Microsoft Active Directory administration
• Proficiency in network fundamentals including TCP/IP, DNS, VPN, firewalls, and proxies
• Strong troubleshooting skills for Microsoft Windows operating systems and the Microsoft 365 Suite
• Experience with remote support tools such as RDP, VDI, or Bomgar

Preferred Qualifications

• Experience working within the banking or finance industries
• Experience in a highly regulated industry
• Familiarity with Linux/Unix environments
• Experience with ACD tools such as Avaya or Cisco

About the Company

MUFG is one of the world’s leading financial groups, comprising 150,000 colleagues globally. We strive to make a difference for every client, organization, and community we serve by building long-term relationships and fostering sustainable growth. At MUFG, we put people first, value diverse ideas, and invest in the talent and technologies that empower our employees to own their careers.