ITSM Specialist
Há 4 dias
About Siemens Mobility
Siemens Mobility is a leading provider of intelligent mobility solutions for the transportation sector. Our mission is to pioneer sustainable, efficient, and safe mobility for everyone.
Job Description:
We are seeking an experienced ServiceNow Support Agent to join our team in a key role that will contribute significantly to the success of our IT operations. As a ServiceNow Support Agent, you will be responsible for monitoring and handling incident tickets, as well as documenting results based on knowledge transfer sessions.
Your Responsibilities:
- First analysis of incoming incidents, qualification, and pre-clarification of the incident (understanding user requirements)
- Communication with user's community
- Incident resolution, capable of explaining complex solutions in a user-friendly manner
- Transfer of the incident to the next escalation-level, including involvement of DevOps Developer team or interface providers 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
Requirements:
- Fluent English skills, both written and verbal
- Excellent communication skills in a 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)
What We Offer:
- Exciting work in an international corporation
- Attractive career path in the area of ServiceNow (possible development/consultant roles)
- Necessary tools provided
- Remote or hybrid work arrangement
- A competitive salary of €60,000 - €80,000 per year, depending on experience
Contact Information: Not applicable.
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