Application Management Specialist - 1st & 2nd Level Support

As Application Management Specialist - 1st & 2nd Level Support you will be involved in projects for international enterprise customers in Europe delivering 1st and/or 2nd level support for customers of ServiceNow Applications. Our projects combine process consulting - based on ITIL - and tool implementation – according to SCRUM. Your technical expertise, keen social competence and experienced language skills allow you to successfully take on the following responsibilities:
• Application Management for ServiceNow Applications
• Monitoring of ServiceNow Applications
• Incident Management (Identification of Incidents (occurring through monitoring, by calls, by notification of other support units), logging & recording, categorization, prioritization, initial diagnostics, contribution to investigations and further diagnostics together with other support units, incident resolution and recovery of services, by yourself or in collaboration with other support units, ensure successful closure of incidents)
• Coordination of involved customer support teams (e.g. customers Service Desk) and 3rd party service provider
• Monitoring incident back-log and find potential problems, execute RCA (root cause analysis)
• Taking over assigned tasks/activities for Request Fulfillment according to specific parts of the customer’s service catalog, if necessary involve 3rd party service providers
• Build up knowledge about supported ServiceNow application and transfer this knowledge into knowledge management systems
• Identify gaps between as-is-processes and tool-implementation and develop to-be-scenario (possible solutions and implementation strategy) and provide feedback to the implementation team
• Act as “Remote Admin” for operated ServiceNow Applications (e.g. Manage mass-changes in User Management, catalog, ticket- and request-handling / Enable and foster improvement of data quality when detecting differences within customer and provider data)
• Test enhancements/releases from operations perspective
• Maintain, update and extend customers support documentation (e.g. Knowledge Base, Operations Manual, etc.)
• Participate in customers Change Management process in order to identify risks for the availability of operated ServiceNow applications, possibly caused by changes in customers IT infrastructure or applications
• Service Desk for all solid-serVision internal IT Services
• Willingness to do shift work

As an Application Management Specialist - 1st & 2nd Level Support you will be working in an international team characterized by high reliability, trustworthiness and team-based working environment. In addition to a fair salary that reflects your know-how and experience we offer you the following benefits:

• Bonus system
• Highly advanced technical equipment with the permission for private usage
• Modern office in the center of Kosice
• Extensive onboarding process including e.g. ServiceNow Admin training etc.
• Permanent training possibilities according to personal development plan
• Language training (English, German)
• Focus on Work-Life-Balance
• Team events (Christmas Party, Hiking Trip, Sailing Tour etc.)

If you share our attitude to work with customers and with people and if you seek for a environment, where you will be able to develop your skill and personality, you are welcome to send us your application including CV, photo, a detailed overview about your most important work experience / projects / topics in correlation to our business. Please give us a impression who you are as a person.

We are looking forward to receive your application at the eMail address: [email protected]

In case you CV fits to your expectations (Gate 1) we will contact you for a phone short interview (Gate 2). A personal interview will follow in our office in the Kosice Business Center.