remote
Information Systems Support Analyst - Compass Group Australia
Software Engineer
Senior analyst delivering 2nd‑level hardware and application support, managing escalated tickets, and enhancing ServiceNow processes with ITIL best practices across a mission‑critical environment.
About the role
Key Responsibilities
- Provide 2nd‑level support for hardware, software, and network issues across the organization.
- Escalate and resolve complex incidents, ensuring minimal downtime for mission‑critical services.
- Document solutions and update knowledge base within ServiceNow, maintaining accurate, ITIL‑aligned records.
- Collaborate with cross‑functional teams to identify root causes and implement preventive measures.
- Participate in on‑call rotations and travel onsite as required to support critical infrastructure.
Requirements
- Proven experience with ServiceNow incident and problem management.
- Strong understanding of ITIL principles and best practices.
- Hands‑on experience troubleshooting Windows and Linux environments.
- Solid networking fundamentals and ability to diagnose connectivity issues.
- Excellent communication skills and a customer‑focused mindset.
Skills
servicenowitillinux