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Servicenow Support Agent

2 meses atrás

Porto, Portugal Siemens Healthineers Tempo inteiro

Do you want to help create the future of healthcare? Our name, Siemens Healthineers, was selected to honor our people who dedicate their energy and passion to this cause. It reflects their pioneering spirit combined with our long history of engineering in the ever-evolving healthcare industry.

We offer you a flexible and dynamic environment with opportunities to go beyond your comfort zone in order to grow personally and professionally. Sound interesting?

**Responsabilities**:

- 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

**Being part of our team**:
Siemens Healthineers is a leading global medical technology company with over 170 years of experience and 18,000 patents. More than 66,000 dedicated colleagues in over 70 countries are driven to shape the future of healthcare. We stand with our customers around the world to support them in delivering high quality care to their patients. An estimated 5 million patients across the globe benefit every day from our innovative technologies and services in the areas of: diagnostic and therapeutic imaging, laboratory diagnostics and molecular medicine, as well as digital health and enterprise services. This is what truly matters to us.

**What do we offer you**:
**Siemens Healthineers has been Certified as a ‘great place to work’.** We are inspired to transform the way things are done - because we want what is best for our people, our customers, and ultimately to help everyone live longer and healthier lives. To find out more about our business and recent news, please explore our website.

In addition, we provide a flexible and dynamic environment with the space to stretch beyond your comfort zone in order to grow both personally and professionally. Our unique team spirit arises from embracing different perspectives, open debate, and the will to challenge conventions. Change is a constant aspect of our work. We aspire to lead the change in our industry rather than just react to it. That’s why we want you to seek, implement and celebrate your best ideas.

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