GXM CONSULTING

Analyst

• Serve as a primary point of contact for customer incidents, technical questions, and service requests
• Perform initial incident triage, gather relevant information, troubleshoot issues, and resolve Tier 1/2 requests when possible
• Support user onboarding, account provisioning, authentication, and access management using Keycloak and established procedures
• Troubleshoot common login, account, and permission issues, escalating complex identity or configuration problems as needed
• Create and manage Atlassian Jira projects and Confluence spaces across Cloud and Data Center environments, including user access, group membership, roles, and permissions
• Assist with GitLab group and project access, membership, and permission troubleshooting, as well as basic Mattermost administration
• Accurately document incidents, service requests, troubleshooting steps, and resolutions in the designated ticketing system
• Follow up with customers, communicate ticket status, and escalate unresolved issues to the appropriate technical teams
• Follow established security policies, access-control procedures, and approval workflows, including the principle of least privilege
• Contribute to knowledge-base articles, standard operating procedures, and continuous improvement of service desk processes
• Collaborate with customers, platform administrators, and engineering teams to resolve issues and maintain effective service delivery

Explore Service Desk Analyst at GXM CONSULTING. Review requirements and application details.

Service Desk Analyst

ServiceNow

• Support planning and execution of the transition to the ServiceNow platform
• Assess and document existing processes, workflows, integrations, and operational requirements
• Develop, configure, and validate ServiceNow capabilities
• Support integration testing, user acceptance testing, cutover, operational handover, and post-transition stabilization
• Identify implementation risks, technical dependencies, configuration gaps, and platform improvement opportunities
• Develop, customize, and maintain ServiceNow applications, modules, workflows, and scoped applications
• Configure business rules, client scripts, UI policies, ACLs, Script Includes, and system properties
• Develop and maintain Flow Designer workflows, automated tasks, and reusable application components
• Design, implement, test, and maintain integrations between ServiceNow and enterprise systems using APIs
• Troubleshoot integration failures, data synchronization issues, authentication problems, and platform dependencies
• Develop automation and workflow improvements to reduce manual effort and improve service delivery
• Provide scheduled, part-time development and sustainment support following transition and stabilization
• Review and refine platform functionality, workflows, configurations, and integrations
• Evaluate enhancement requests, prioritize technical work, and implement approved changes through change-control processes
• Address defects, technical debt, performance issues, and configuration inconsistencies
• Support platform releases, upgrades, regression testing, and compatibility validation
• Maintain a prioritized development backlog and recommend improvements
• Develop and execute unit, integration, regression, and other appropriate testing
• Validate changes before deployment
• Follow security requirements, least-privilege principles, secure coding practices, and configuration-management standards
• Support vulnerability remediation, security configuration updates, and audit or compliance activities
• Develop and maintain technical documentation, configuration records, integration documentation, workflow diagrams, and operational procedures
• Document platform changes, dependencies, testing results, and deployment procedures
• Support knowledge transfer to administrators, developers, and operational personnel
• Translate stakeholder requirements into effective platform solutions
• Communicate development progress, technical risks, dependencies, and recommendations
• Provide technical guidance and troubleshooting assistance to administrators and authorized users

Explore Mid-Level ServiceNow Developer at GXM CONSULTING. Review requirements and application details.

Open roles

Service Desk Analyst

Mid-Level ServiceNow Developer