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 communityIncident 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