ServiceNow Support Agent (2nd level) m/f/d

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 (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)

·       This position requires work during some weekends. Will be clarified during interview.

Key Trainings and Certifications

·       ServiceNow Fundamentals 

·       ServiceNow Certified System Administrator (CSA)  - preferred

·       ITIL Foundation (V3/V4) – preferred

We offer:

·       Exciting work in international corporation

·       Attractive carrier path in area of ServiceNow (possible development/consultant roles)

·       We provide necessary tools.

·       Remote or hybrid work Siemens Healthineers awarded the title of Best Workplaces

Poland 2025!
Our company has been recognized as a place where employees feel respected, valued, and have opportunities for growth.
The Best Workplaces Poland 2025 distinction is awarded indefinitely, which means that our commitment to building an open organizational culture has been recognized as lasting and genuine. 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. 

We recognize that building a diverse workforce is critical to the success of our business. We strongly encourage applications from a diverse talent pool and welcome the opportunity to discuss flexibility requirements with our applicants to encourage agile working.