• Act as the escalation point for complex incidents and service requests that have been escalated from Tier 1 support, ensuring timely resolution. • Analyze and troubleshoot ServiceNow platform issues, including but not limited to workflows, customizations, integrations, and configurations, while providing root cause analysis and solution recommendations. • Assist with basic system configuration, workflow creation, and customization of the ServiceNow platform as needed, under the guidance of senior administrators. • Create and update knowledge articles for recurring issues or best practices to enhance the efficiency of the support team and end-users. • Work with Tier 1 analysts to identify and resolve common issues, and collaborate with other teams (e.g., development, infrastructure, and operations) to ensure timely resolution of complex problems. • Proactively monitor the health of the ServiceNow platform and perform routine maintenance tasks as directed, escalating issues to Tier 3 support when necessary. • Provide assistance to end-users on using the ServiceNow platform, including troubleshooting user access issues, guiding users through processes, and offering training as needed. • Participate in the review and implementation of changes to the ServiceNow environment, ensuring minimal disruption to service. • Assist with generating reports and dashboards to analyze platform performance, trends in incident and request volumes, and provide actionable insights to management.