الوصف الوظيفي
Job description:
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 (2+ years)
· 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 requires work during some weekends. Will be clarified during interview.
Key Trainings and Certifications
· ServiceNow Fundamentals
· ServiceNow Certified System Administrator (CSA) - preferred
· ITIL Foundation (V3/V4) – preferred
We offer:
· Exciting work in international corporation
· Attractive carrier path in area of ServiceNow (possible development/consultant roles)
· We provide necessary tools.
· Remote or hybrid work
