Tier I Support Analyst – CEOS (ServiceNow SPM)
Job Description
MiTek® is a global provider of building solutions for the residential and commercial construction industries. Utilizing software, services, engineered products, and automated manufacturing equipment, MiTek partners with clients to accelerate their genius and deliver breakthroughs in building.
With a rich 60-year history and a network of 6,500 team members worldwide, MiTek pairs local expertise with global capabilities. As a Berkshire Hathaway (NYSE: BRK-A, NYSE: BRK-B) company since 2001, MiTek has a record of continuous growth and innovation.
Learn more at www.mii.com.
What You Will Do:
Responsibilities
1. End-User Support & Ticket Handling (50%)
Serve as the initial point of contact for CEOS-related incidents, requests, and inquiries.
Log, categorize, prioritize, and route tickets accurately within ServiceNow.
Resolve common issues related to access, navigation, configuration usage, and basic functionality.
Provide clear, courteous, and timely communication to end users throughout the support lifecycle.
2. Platform Usage & User Enablement (30%)
Assist end users with understanding and using CEOS ServiceNow SPM features.
Provide guidance on standard workflows, forms, and processes within the platform.
Identify and document common user questions or training gaps.
Promote consistent and correct usage of the CEOS platform.
3. Escalation & Support Coordination (10%)
Identify issues requiring escalation to Tier II, Tier III, or platform teams.
Ensure escalated tickets include clear documentation, reproduction steps, and impact details.
Follow defined escalation paths and SLAs.
Support the Support Manager with intake quality and queue hygiene.
4. Operational Support & Quality (10%)
Monitor assigned queues and work items to ensure timely updates and resolution.
Maintain accurate ticket notes, statuses, and resolution codes.
Adhere to support processes, standards, and governance guidelines.
Contribute to knowledge articles and FAQs for recurring issues.
Characteristics
Recognize situations that warrant initiative and move forward proactively; ask questions/support without hesitation; reasonably resolves issues, problems, or situations and look to improve.
Take ownership and responsibility for actions and decisions. Do not rely on hierarchy to get tasks done.
Work with the team to achieve goals and deliverables by listening and responding to team members’ ideas and by giving honest and constructive feedback. Make decisions based on what is best for the team not what is best for you.
Able to communicate effectively through active listening and honest, transparent conversations.
The ability to identify and define a problem, generate alternative options, and evaluate a select the best solution.
Qualifications
Associate’s or Bachelor’s degree in Information Technology, Business, or a related field, or equivalent experience.
1–3 years of experience in an IT support, help desk, or customer support role.
Familiarity with ServiceNow or similar ticketing platforms.
Strong customer service and communication skills.
Basic understanding of enterprise systems or business applications.
Technical Skills
Experience supporting ServiceNow or SaaS platforms.
Exposure to ServiceNow Strategic Portfolio Management (SPM), PPM, or project-related tools.
ITIL Foundation or similar service management training.
Experience supporting non-technical business users.
Soft Skills
Customer-focused mindset with strong interpersonal skills
Attention to detail in ticket documentation and categorization
Ability to follow defined processes and escalation paths
Strong written and verbal communication skills
Willingness to learn ServiceNow platform capabilities and business processes
Ability to manage multiple requests in a fast-paced environment
Success Measures
High first-contact resolution rate for Tier I-eligible issues
Accurate and complete ticket documentation and categorization
Timely escalation of issues to appropriate support tiers
Positive end-user satisfaction and feedback
Contribution to reduced repeat issues through knowledge sharing
