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Xerox ServiceNow Analyst 2 - - 22881 in CARY, North Carolina

ServiceNow Analyst 2 at created 25-Aug-2020"/>

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ServiceNow Analyst 2

General information

City: Cary

State/Province: North Carolina

Country: United States

Department: IM Support

Date: Tuesday, August 25, 2020

Working time: Full-time

Ref#: 20009618

Job Level: Individual Contributor

Job Type: Experienced

Job Field: IM Support

Description & Requirements

Xerox (NYSE: XRX) makes every day work better. We are a workplace technology company, building and integrating software and hardware for enterprises large and small. As customers seek to manage information across digital and physical platforms, Xerox delivers a seamless, secure and sustainable experience. Whether inventing the copier, the ethernet, the laser printer or more, Xerox has long defined the modern work experience. Learn more at at and explore our commitment to diversity and inclusion. at


As an Application Support Analyst, you will be a key member of the team responsible for maintaining the health and stability of our newly launched ServiceNow Field Service Management application. You will maintain and support the application, triage issues and analyze application performance and stability. You will code, test and install bug fixes and minor enhancements to the application.

Principal Responsibilities:

  • Provide production support for the ServiceNow Field Service Management application through troubleshooting, problem analysis, problem management and resolution to correct issues

  • Monitor, maintain and improve the health and stability of the ServiceNow FSM application

  • Troubleshooting application, system and performance issues, and working with SAAS support ServiceNow as needed, to resolve Incidents and Service Requests within SLAs

  • Working with integrating legacy systems (including 3rd party supported) to resolve any integration issues

  • Monitoring scheduled jobs/dependencies and job failure alerts to ensure timely error handling

  • Supporting custom and standard reports being used within ServiceNow

  • Applying code and/or data fixes as needed to resolve Incidents

  • Supporting and maintaining the ServiceNow mobile functionality

  • Working with Enterprise Mobility Management team to test and deploy any upgrades/patches for mobile functionality via apk files

  • End to end Triage support including coordinating with integrating applications and ensuring successful and timely issue resolution

  • Maintaining and monitoring Java applications on MID servers

  • Providing ServiceNow System Admin support

  • Access provisioning for users

  • Supporting and deploying upgrades to the ServiceNow platform/instance

  • Developing and deploying minor enhancements requests from customers

  • Creating and maintaining Splunk dashboards and queries to assist in identifying and diagnosing application problems

  • Ensuring application uptime by monitoring production application

  • Ensuring Legal/Regulatory compliance processes are adhered to and provide support for any audit requirements.

Position Requirements:

  • Strong knowledge and experience in ServiceNow Field Service Management implementation

  • Experienced or Certified ServiceNow System Administrator

  • Knowledge of ServiceNow Customer Service Management implementation is a plus

  • Knowledge of Splunk is a plus

  • Participation in an on-call rotation model to provide 24x7 coverage

  • Excellent communication, organization and interpersonal skills

  • Strong problem solving and analytical skills

  • Ability to prioritize and execute tasks

  • Ability to work independently to complete tasks

  • Strong knowledge of software development methodologies

  • Experience with ITIL Processes and Tools a plus

  • Bachelor’s degree in Computer Science or related field is preferred

  • Minimum 5 years of IT experience

Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. Learn more at at and explore our commitment to diversity and inclusion! at People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

© 2020 Xerox Corporation. All rights reserved. Xerox® and Xerox and Design® are trademarks of Xerox Corporation in the United States and/or other countries.


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