ServiceNow Support Agent (2nd level)

Job description, responsibilities and duties

• 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 community
• Incident 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.

• Fluent English skills, both written and verbal
• Excellent communication skills in multi-provider environment
• Previous work experience in ServiceNow ITSM environment (preferred) and/or experience with application operation and support
• Management soft skills to take lead on High priority incidents when it occurs
• Strong Analytical skills for troubleshooting
• Scripting experience is at an advantage
• Good understanding of Incident & other ITSM Processes (such as Problem, Knowledge Management)
• This position may require working during some weekends. Will be clarified during interview.

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

Required education, skills and personality requirements

Language skills

We offer

• Exciting work in international corporation
• Attractive career path in area of ServiceNow (possible development/consultant roles)
• We provide necessary tools.
• 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, …)