ServiceNow Support Agent is part of the SHS international Support team. You will work closely with respective value streams supporting our internal ServiceNow application(s) while cooperating with our other admins located in 5 different locations (Slovakia, Poland, Portugal, Brazil, India). 

Responsibilities:

Incident ticket monitoring and handling, as well as documentation of results, based on knowledge transfer sessions.First analysis of incoming incidents / Qualification and pre-clarification of the incident (understanding user requirements).Communication with user’s communityIncident resolution (capable to explain complex solution of the incident in a user-friendly manner).Transfer of the incident to the next escalation-level, incl. involvement of DevOps Developer team OR interface providers (SAP Support) when required.Creation of Backend and End-User Self-help Knowledge Articles for raised incidents to ensure better support on re-occurring incidents.Creating and running basic scripts to resolve Incidents.

 

Key Skills

Fluent English skills, both written and verbalExcellent communication skills in multi-provider environmentPrevious work experience in ServiceNow ITSM environment (2+ years)   Management soft skills to take lead on High priority incidents when it occurs  Strong Analytical skills for troubleshootingScripting experience is at an advantageGood understanding of Incident & other ITSM Processes (such as Problem, Knowledge Management)This position requires work during some weekends. Will be clarified during interview.

 

Key Trainings and Certifications

ServiceNow Fundamentals ServiceNow Certified System Administrator (CSA)  - preferredITIL Foundation (V3/V4) – preferred

Basic wage component (gross) and other rewards : starting from 2000EUR brutto /month + VAR*

 

What do we offer:

Variable and Christmas bonus

·       Hybrid type of work – combination of telework and work from office

·       Flexible Working Hours

·       Bridge days – free extra paid leave 6 days per year 

·       3 sick days per year (no doctor’s permit needed)

·       In case of sickness 100% salary reimbursement 20 days/ year, this includes max. 10 days/ year for of family care

·       Additional pension plan

·       300 EUR for regeneration of work force via cafeteria system

·       Wellbeing program – Psychological, Legal and Financial Councelling

·       Family care program (subsidy for newborns, maternity leave, kindergardens, summer camps)

·       Retention program (work anniversary, life anniversary, employee loans)

·       Training and development program (business and product trainings, e-learning, language courses, soft skills trainings,…)

·       Adjustable standing desk as a standard

·       Participation on world famous IT conferences like Microsoft IGNITE for best employees

·       Wide project portfolio in healthcare domain and job rotation within company (Cybersecurity, Artificial Intelligence, Healthcare IT services, …)