ServiceNow Support Agent (2nd level)

ServiceNow Support Agent (2nd level)

• 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).
• 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 
• 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) 
• Previous work experience in ServiceNow ITSM environment (3+ years)    

• ServiceNow Fundamentals  
• ServiceNow Certified System Administrator (CSA)  
• ITIL Foundation V4 

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
• 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, …)