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)
- This position requires work during some weekends. Will be clarified during interview.
Key Trainings and Certifications
- ServiceNow Fundamentals
- ServiceNow Certified System Administrator (CSA)
- ITIL Foundation V4
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