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Junior Analyst

1 hour, 39 minutes ago
United States
Contract
Junior
Customer Support
Customer and Technical Support
Apply Now
MKS2 Technologies

MKS2 Technologies

MKS2 Technologies is a Service Disabled Veteran Owned Small Business specializing in IT and Cyber Security Services, Strategic Consulting, and Training for Federal Government and Commercial clients. With a focus on long-term relationships and effective...

Internet Software & Services
51-250
Founded 2008
View All Jobs 8

Description

  • Respond to HAM-related questions and service requests from Supply Chain Management and IT stakeholders.
  • Provide clear guidance on ServiceNow HAM processes, workflows, and platform functionality to end users.
  • Log, categorize, prioritize, and document incoming requests and incidents in ServiceNow and/or a shared mailbox.
  • Monitor the HAM help desk queue and ensure requests are handled within SLA timelines.
  • Maintain detailed records of issue status, actions taken, and resolution outcomes for reporting and audit purposes.
  • Identify recurring issues or trends and flag them for continuous improvement efforts.
  • Assess and escalate complex or unresolved tickets to Tier 2 support or subject matter experts.
  • Serve as a liaison between end users and higher-tier support teams during the escalation process.
  • Follow up on escalated tickets to confirm resolution and communicate outcomes to stakeholders.
  • Support hardware asset lifecycle activities, including procurement, receiving, deployment, transfer, and disposal within ServiceNow HAM.

Requirements

  • Must be a U.S. citizen or green card holder.
  • Must be able to obtain and maintain a Public Trust clearance.
  • Associate’s degree in computer science, business, management, information systems, engineering, or a related field, or 4 additional years of relevant experience in place of education.
  • 1–3 years of experience in a help desk, IT support, or customer service role.
  • Experience with ServiceNow HAM or ITAM modules in a federal or enterprise environment.
  • Working knowledge of ServiceNow, with exposure to or experience in the HAM module.
  • Familiarity with hardware asset lifecycle processes, including procurement, deployment, and disposal.
  • Exceptional customer service and interpersonal communication skills.
  • Strong attention to detail and organizational skills, with the ability to manage multiple open tickets simultaneously.
  • Ability to clearly document issues, actions, and resolutions in a ticketing system.
  • Familiarity with IT asset management best practices and ITIL frameworks preferred.
  • Experience supporting Supply Chain Management or IT procurement stakeholders preferred.
  • ServiceNow CSA or HAM certification, or willingness to obtain, preferred.
  • IAITAM Certified Hardware Asset Management Professional (CHAMP) or equivalent certification preferred.

Benefits

  • Salary of $45,000–$47,500.
  • Full benefits package.
  • Equal Employment Opportunity / Affirmative Action employer.
  • Opportunity to work for a mission-driven, high-growth company serving government clients.

Interested in this position?

Apply directly on the company website

Apply Now

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