[Remote] IT Analyst, Managed Services
Note: The job is a remote job and is open to candidates in USA. Novolex is a leading manufacturer of food, beverage, and specialty packaging. The Managed Services Analyst supports daily operational activities within the Managed Services team, focusing on completing predefined tasks and ensuring stable service delivery.
Responsibilities
- Perform predefined Level 1–1.5 tasks within Managed Services workflows
- Monitor system dashboards, alerts, and health checks; escalate when necessary
- Execute scheduled tasks such as backups, patch checks, service restarts, and user provisioning
- Document all work performed within the ITSM platform clearly and accurately
- Respond and/or assist with incidents and service requests within SLA targets
- Complete ServiceNow Admin Training as an initial priority
- Test all promoted changes prior to deployment to ensure functional integrity
- Perform instance patching validation to confirm stability and identify issues
- Create and maintain Knowledge Base articles specific to the ServiceNow platform
- Maintain platform metadata including Users, Groups, Services, Service Offerings, Assignment Rules, etc
- Create and update operational and analytical reports within ServiceNow
- Build and maintain dashboards for team visibility and leadership reporting
- Perform simple Catalog Item changes following approved workflows
- Implement simple Flow changes in Flow Designer (with guidance as needed)
- Assist in data hygiene tasks and configuration updates as assigned
- Ensure all tickets are updated with clear, concise, and complete notes throughout their lifecycle
- Maintain correct categorization (assignment group, CI, service, priority, urgency)
- Validate closure quality including resolution notes and communication
- Perform periodic hygiene checks for stale tickets or workflow bottlenecks
- Audit team tickets for SLA and process adherence
- Create/update operational reports (SLA performance, ticket volume, backlog aging)
- Maintain dashboards for leadership and team visibility
- Monitor KPIs such as SLA compliance, backlog health, and repeat incidents
- Identify anomalies or shifts in ticket patterns and escalate appropriately
- Validate flows, workflows, approvals, and business rules after updates
- Conduct QA testing for Catalog Items, Flows, UI Policies, and automations
- Identify broken/inefficient flows and log defects or enhancements
- Ensure changes do not impact upstream or downstream processes
- Run test cases during release or patch cycles to confirm system stability
- Maintain and update SOPs as processes evolve
- Conduct quarterly or annual Knowledge Base reviews for article validity
- Archive, revise, or rewrite outdated content to maintain quality standards
- Document new procedures, flows, and platform updates
- Analyze ticket trends (volume, patterns, repeat issues)
- Evaluate process performance end-to-end to identify friction or inefficiency
- Assess process logic, efficiency, and turnaround time
- Identify automation opportunities within ServiceNow
- Support service reviews with data-backed insights and recommendations
Skills
- 1–2 years of IT support or related experience
- Foundational understanding of ServiceNow or willingness to learn
- Basic knowledge of O365, Windows endpoints, and enterprise IT fundamentals
- Strong communication and documentation skills
- Ability to follow structured processes accurately
- Exposure to ServiceNow (incident management, catalog items, dashboards)
- ITIL Foundation certification or willingness to obtain within 6 months
- Experience with Intune, Azure AD, or similar tools
Benefits
- 401(k) plan with company match
- Comprehensive medical, dental, and vision insurance
- Flexible spending and health savings accounts
- Paid vacation
- Sick days
- Paid parental leave
- Paid holidays
- Wellness program
Company Overview
Company H1B Sponsorship