Job Title: ServiceNow Support Analyst Employment Type: Contract Compensation (average salary in Brazilian currency):Junior Level: R$ 78-89/h (0–2 years of experience)Mid Level: R$ 89-101/h (3–5 years of experience)Senior Level: R$ 112-123/h (5+ years of experience)Location: Remote OverviewOur cliente is seeking a detail-oriented and service-driven ServiceNow Support Analyst. In this role, you will be responsible for delivering high-quality technical and functional support for the ServiceNow platform. You will serve as a frontline contact for end users, troubleshoot platform-related issues, and help maintain and enhance the system’s performance and usability. This is an excellent opportunity for professionals passionate about ITSM tools and customer support to contribute meaningfully in a dynamic and collaborative environment.Key ResponsibilitiesAct as the primary point of contact for ServiceNow-related inquiries, incidents, and service requests.Provide support through various channels including phone, email, and service portals, ensuring timely and accurate issue resolution.Troubleshoot technical issues within ServiceNow, perform root cause analysis, and escalate when necessary.Assist users with ServiceNow navigation, features, and capabilities; provide training and guidance as needed.Execute basic administrative and configuration tasks such as user provisioning, password resets, and data updates under the guidance of senior staff.Monitor system performance and proactively identify potential issues or bottlenecks.Collaborate with cross-functional IT teams to implement system updates, bug fixes, and enhancements.Participate in testing of new features and updates prior to deployment.Maintain accurate documentation, including support guides, troubleshooting steps, and FAQs.Support change, incident, and problem management processes in alignment with ITIL practices.Contribute to continuous improvement initiatives to optimize the ServiceNow environment and user experience.Stay informed on new ServiceNow releases and best practices to ensure up-to-date support and advice.Qualifications0–2 years (Jr), 3–5 years (Mid), or 5+ years (Sr) of hands-on experience supporting ServiceNow or similar ITSM platforms.Familiarity with ServiceNow modules such as Incident Management, Request Management, Knowledge Base, and User Administration.Strong problem-solving and analytical skills.Excellent communication and customer service abilities.Ability to work independently and in a collaborative team environment.Exposure to ITIL framework and best practices preferred.ServiceNow certifications (e.g., CSA) are a plus.