Cape Town: ServiceNow Support Analyst (CPT Onsite) posted by Datafin
Posted on 2025-04-30 00:00:00
| Employer | Datafin |
|---|---|
| Category | Other IT/Computer |
| Location | Western Cape / Cape Town |
Job Summary
Cape Town – Western Cape – South Africa
- Take ownership of technical issues from report to resolution, ensuring minimal handovers and proactive follow-ups.
- Act as a SPOC for users, handling a high volume of support requests across email, Teams, phone and walk-ups.
- Leverage AI and automation tools like Microsoft Copilot, Power Automate and ServiceNow to drive efficiency and enhance user experience.
- Diagnose and resolve issues proactively, using tools like SysTrack to detect and prevent potential problems before they escalate.
- Collaborate with product and technical teams to resolve complex technical challenges.
- Use scripting and automation (PowerShell, SQL, ServiceNow automation) to reduce manual work and optimize workflows.
- Maintain real-time communication with users, keeping them informed and ensuring a positive support experience.
- Continuously improve knowledge management, updating and contributing to a knowledge base to empower users.
- Analyse support trends, identifying recurring issues and opportunities for automation and process improvements.
- Perform user administration (password resets, user setup, Active Directory updates, troubleshooting).
- Conduct post-resolution follow-ups to ensure user satisfaction and identify process improvements.
- Participate in after-hours support and on-call support on a rotational basis.
- Promote self-service adoption and automation tools, educating users on best practices.
- Degree in Information Systems, Computer Science or a related field (or equivalent experience).
- 3+ Years of experience in IT Support, Service Desk or IT Service Management with a focus on remote support and high-volume requests.
- ITIL knowledge and experience applying ITSM best practices.
- Strong troubleshooting and problem-solving skills for software, hardware and cloud environments, supporting users remotely across different locations.
- Proficiency with Microsoft 365, Windows 10/11, Azure, Intune, OneDrive, SharePoint and Teams.
- Experience with Automation and Scripting (PowerShell, Power Automate and ServiceNow tools) to optimize workflows.
- Knowledge of IT asset and application management, including Citrix, Bloomberg, FactSet, ThinkFolio or Charles River.
- Experience with IT security tools such as Mimecast, anti-virus solution and endpoint security platforms.
- Experience with Endpoint Monitoring tools (e.g. SysTrack) for proactive troubleshooting and automation.
- ServiceNow expertise – administration, configuration, development, workflows, automation and integrations.
- Tech-first mindset, embracing AI and automation driven tools like PowerApps, Microsoft Copilot.
- A client focused and collaborative approach.
- Able to analyse, interpret and assimilate information.
- Driven by results.
- The ability to approach and own and continuously seeks out opportunities for development.
- Excellent communication skills clear, proactive and user focused support.
- Ability to work independently and collaboratively within a fast-paced, evolving IT environment.
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