ServiceNow Support Agent (2nd level)

Job Description

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)    
Key Trainings and Certifications

  • 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, …)

Organization: Siemens Healthineers

Company: Siemens Healthcare s.r.o.

Experience Level: Mid-level Professional

Full / Part time: Full-time

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