Senior ServiceNow Service Desk Analyst

Job Summary:

Consultant Advisor, ERP Michael Cooper is recruiting this position.

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Job Title: Senior ServiceNow Service Desk Analyst

Location: Remote (East Coast-based client)

Job Type: Contract-to-Hire

Travel: Occasional travel required for key project milestones

Overview

We are seeking a Senior ServiceNow Service Desk Analyst to join a leading East Coast healthcare organization. This individual will serve as a key contributor to Service Desk operations, providing advanced technical support while also leading Knowledge Management initiatives within the ServiceNow platform. This role combines hands-on support across L1–L3 tiers with ownership of knowledge base strategy, content governance, and continuous service improvement.

Key Responsibilities

• Act as a ServiceNow Knowledge Management SME, owning the full lifecycle of knowledge articles including creation, editing, governance, and optimization for self-service and AI-driven workflows (e.g., Now Assist)
• Define and enforce standards for knowledge content, including templates, taxonomy, metadata tagging, and Article Quality Index (AQI) management
• Maintain and continuously improve the Knowledge Base (KB), ensuring content accuracy, usability, and alignment with ITIL best practices
• Analyze KB analytics and service desk trends to identify content gaps, improve search success rates, and increase ticket deflection
• Leverage AI tools (e.g., Gemini, NotebookLM) to synthesize complex technical information and proactively develop high-quality documentation
• Provide Level 1–3 technical support, troubleshooting hardware, software, network, and application issues across Windows and iOS environments
• Manage the full lifecycle of Incidents, Service Requests, Tasks, and Work Orders from intake through resolution
• Oversee ticket triage, prioritization, escalation, and SLA adherence across multiple intake channels (phone, chat, email, portal)
• Collaborate with cross-functional teams, SMEs, and leadership to ensure efficient knowledge sharing and service delivery
• Support system integrations, deployments, upgrades, and documentation for enterprise applications and infrastructure
• Participate in hardware/software rollouts, imaging (SCCM), and environment optimization initiatives

Required Qualifications

• 2–4+ years of Service Desk or Technical Support experience
• 2+ years of ServiceNow Knowledge Base / Knowledge Management experience
• Strong expertise in ServiceNow Knowledge Management modules (KB structure, workflows, user criteria, AQI)
• Hands-on experience supporting multi-tier Service Desk environments (L1–L3)
• Working knowledge of ITIL Service Desk best practices (ITIL certification preferred)
• Experience supporting healthcare or hospital environments
• Proficiency in troubleshooting hardware, software, and basic networking (TCP/IP, DNS, Active Directory)
• Experience with tools such as SCCM, Bomgar (remote support), and collaboration platforms (e.g., WebEx)
• Strong documentation skills with experience in MediaWiki, SharePoint, or similar platforms
• Advanced skills in Microsoft Office (especially Excel for reporting and analytics)

Education

• Bachelor’s degree in Information Technology or a related field preferred
• Equivalent combination of education, training, and relevant experience will be considered

To learn more about this and other positions, contact Michael Cooper at or michael.cooper@healthcareitleaders.com. Healthcare IT Leaders is a national leader in IT workforce solutions, connecting healthcare provider, payer and life sciences organizations with experienced technology talent for consulting and full-time hiring. For more information, visit us on the web at www.healthcareitleaders.com.