• IT Experience Helpdesk ServiceNow Hardware…

    COOLSOFT (Raleigh, NC)


    IT Experience Helpdesk ServiceNow Hardware And Software Installation And Configuratio

     

    Requirement id 156046

     

    Job title Analyst

     

    Job location in Raleigh, NC

     

    Skills required IT Experience, Helpdesk, ServiceNow, Hardware And Software Installation And C

     

    Open Date 20-Nov-2025

     

    Close Date

     

    Job type Contract

     

    Duration 12 Months

     

    Compensation DOE

     

    Status requirement ---

     

    Job interview type ---

     

    Email Recruiter:coolsoft

     

    Job Description Analyst: IT Experience, Helpdesk, ServiceNow, Hardware And Software Installation And C

     

    Start date : 12/01/2025

     

    End Date : 11/30/2026

     

    Submission deadline : 11/28/2025

     

    Client Info : NCDOT

    Note:

    * Agency Interview Type : Either Webcam Interview or In Person

    * This is a remote position. However, the candidate must currently live in NC and stay in NC for the duration of the engagement.

    Description :

    The Service Support Analyst role will be part of the Incident Management and Change Management effort handling incidents by assisting the NCDIT Manager/Supervisor, providing seamless business support in FACS and executing the Service Level Agreement (SLA) for FACS operations and maintenance. The focus will be to address the Customers immediate business and assist with the triage & resolution of incidents. This position will be part of the Agency Planning, Analysis, Solution Design, and Implementation, and support continuous technical application integrations, software maintenance and application support leadership across the application tiers (System Integration, QC (UAT) & Production) for the Building Services Unit supporting the Division of Highways Facilities Maintenance Business Area. This resource will assist the Enterprise Services Manager/Supervisor with:

     

    Support all Operations and Maintenance activities

     

    Support the technical work efforts and ensure customer deliverables are met

     

    Provide support with the delivery of software solutions for our business stakeholders utilizing the Software Development Life cycle methodology (SDLC)

     

    Contribute to system documentation that supports the designed application from initiation to implementation

     

    Support the testing of FACS solutions by serving as a tester

     

    The Service Support Analyst position will also serve the application support team, testing the operations and maintenance initiatives. This position will work on various work streams focusing on the NCDMV business areas as well as any other initiatives defined by the Enterprise Services Manager/Supervisor. The resource will be expected to document technical initiatives across DMV and DIT in various capacities:

     

    Work cross-functionally and collaborate with other IT disciplines to primarily coordinate all incident management and some portion of change management functions across the application tiers

     

    Support all Operations and Maintenance initiatives and assist the Incident Lead with the delivery of software solutions

     

    Investigate problems and other requests for the application support team to determine appropriate actions to be taken to solve these problems

     

    Contribute with the creation of site-specific help guides like Knowledge Base (KB) articles in ServiceNow

     

    Provide support for the testing and training for User Acceptance with business partners

     

    Contribute to test materials required to satisfy business requirements including test strategy, test cases, defect reports and test summary

     

    Communicate and provide status on work progress

    Minimum Education and Experience Preferred:

    Bachelors degree in computer science or an IT related field or related technical degree from an appropriately accredited institution and three years of progressive experience in a distributed software services and working across enterprise software environment(s) or equivalent.

    (OR)

    Associate degree in computer science or an IT related field or related technical degree from an appropriately accredited institution and four+ years of progressive experience in a distributed software services and working across enterprise software environment(s) or equivalent.

    (OR)

    High School or General Education Development (GED) diploma and seven+ years of experience in a distributed software services and working across enterprise software environment(s) or equivalent; or an equivalent co

     

    Call502-379-4456 Ext 100for more details. Please provide Requirement id: 156046 while calling.

     

    EOE Protected Veterans/Disability