Technical Analyst, Service Operations

About Us

Thrive is an innovative technology solutions provider focused on Cyber Security, Microsoft/Office 365, Hybrid Cloud, Global Network Management, Disaster Recovery, and traditional Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon NextGen services help us stand out among our peers. Thrive is on the look-out for individuals who don’t view their weekdays spent at ‘a job’ but rather look to develop valuable skills that ignite their passion and lead to a CAREER. If you’re attracted to a hard work, play hard environment and seek the guidance, training, and experience necessary to build a lucrative career, then welcome to THRIVE! 

Position Overview

The primary role of the Technical Analyst is to support, maintain, update, and implement new processes within the Service Delivery framework and the ServiceNow Platform. This position plays a critical role in ensuring the seamless operation and continuous improvement of our service management processes and systems.
Along with providing day to day support for the Service Operations team, the Technical Analyst will participate in the evaluation and roll out of new technology and enhancements for the greater team.  This will place the successful candidate on the leading edge of some of the new technology that Thrive will utilize. 


Responsibilities

• Platform Support and Maintenance: Provide ongoing support for the Service Operations team, including troubleshooting issues, resolving incidents, and ensuring system stability and performance for items within Service Operations scope of responsibility within ServiceNow.
• Requirements Gathering: Work with business units to gather and analyze requirements for new functionalities or process improvements, translating them into technical specifications.
• Testing and Validation: Conduct testing of new configurations, workflows, and integrations to ensure functionality and compliance with requirements.
• Documentation: Create and maintain comprehensive documentation, including process flows, technical specifications, and user guides.
• Training and Support: Provide training and support to end-users and team members on ServiceNow functionalities and new processes.
• Collaboration: Partner with cross-functional teams, including IT, Service Delivery, and external vendors, to ensure successful project delivery and system integrations.
• Performance Monitoring: Monitor system performance, identify bottlenecks, and recommend optimizations to improve service delivery.

• Proficiency in ServiceNow platform
• Familiarity with ITIL processes (Incident, Problem, Change, and Service Request Management).
• Basic understanding of database structures and queries (e.g., SQL).
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills to interact with technical and non-technical stakeholders.
• Ability to manage multiple priorities and work under tight deadlines.
• Detail-oriented with a focus on delivering high-quality results.

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• 2+ years of experience working with ServiceNow or similar IT Service Management (ITSM) platforms.
• Proven experience in supporting and maintaining enterprise-level applications.
• Experience in process design, implementation, and optimization within a service delivery context.

Language Skills

Ability to read, analyze, and interpret periodicals, professional journals, technical procedures, or governmental regulations. Ability to effectively present information and respond to questions from groups of managers, public officials, and the general public. 

Work Environment

• Full-time position with occasional after-hours support for system updates or critical incidents
• Collaborative team environment with opportunities for professional growth.