Job 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 community 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 Previous work experience in ServiceNow ITSM environment (preferred) and/or experience with application operation and support 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 may require working during some weekends. Will be clarified during interview.

Key Trainings and Certifications

 

ITIL Foundation (V3/V4) – preferred ServiceNow Certified System Administrator (CSA)  - preferred ServiceNow Fundamentals – preferred

Basic wage component (gross) and other rewards: starting from 2000 EUR brutto /month + VAR*

*We are required by law to disclose basic wage component (minimum salary) for the advertised positions. We carefully consider your professional qualifications and experience in our compensation package and/or when offering you other positions.

 

Our goal is to pay our employee's fairly, with regard to the market situation and we are ready to welcome high-quality candidates in our team.

 

What do we offer: 

 

Variable and Christmas bonus Attractive carrier path in area of ServiceNow (possible development/consultant roles) Hybrid type of work – combination of telework and work from office Flexible Working Hours Bridge days – free extra paid leave 6 days per year  3 sick days per year (no doctor’s permit needed) In case of sickness 100% salary reimbursement 20 days/ year, this includes max. 10 days/ year for of family care Additional pension plan 300 EUR for regeneration of work force via cafeteria system Wellbeing program – Psychological, Legal and Financial Councelling Family care program (subsidy for newborns, maternity leave, kindergardens, summer camps) Retention program (work anniversary, life anniversary, employee loans) Training and development program (business and product trainings, e-learning, language courses, soft skills trainings,…) Adjustable standing desk as a standard Participation on world famous IT conferences like Microsoft IGNITE for best employees Wide project portfolio in healthcare domain and job rotation within company (Cybersecurity, Artificial Intelligence, Healthcare IT services, …)