ITSM Specialist

Há 4 dias


Lisboa, Lisboa, Portugal Siemens Mobility Tempo inteiro

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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