ServiceNow Support Agent (2nd level) (m/f/d)

Siemens

  • Košice, Košický kraj
  • Trvalý pracovný pomer
  • Plný úväzok
  • Pred 1 mesiacom
Job 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 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.
Key Skills
  • 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.
Key Trainings and Certifications
  • ITIL Foundation (V3/V4) - preferred
  • ServiceNow Certified System Administrator (CSA) - preferred
  • ServiceNow Fundamentals - preferred
Basic wage component (gross) and other rewards: starting from 2000 EUR brutto /month + VAR**We are required by law to disclose basic wage component (minimum salary) for the advertised positions. We carefully consider your professional qualifications and experience in our compensation package and/or when offering you other positions.Our goal is to pay our employee's fairly, with regard to the market situation and we are ready to welcome high-quality candidates in our team.What do we offer:
  • Variable and Christmas bonus
  • Attractive carrier path in area of ServiceNow (possible development/consultant roles)
  • 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, …)

Siemens