Senior Application Specialist ServiceNow
IT Operations
Support
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As a Application Support Specialist you will be working in an international team on improving solutions and resolving issues as second level support across all logistics oriented business processes and across all related business functions in the Knauf group.
Key responsibilities:
– Investigate, resolve and/or escalate all tickets related to ServiceNow (business and process related)
– Act as ticket owner and maintain high quality communication with the business
– Achieve a high 2nd level resolution rate w/ adequate documentation
– Assessment of the incident / service request
– Resolve if possible and in line with internal procedures and personal authorization level
– Comply w/ procedures, segregation of duties and service levels
– Contribute to knowledge management
– Customize, configure and parametrize systems accordingly to Standard Changes List
– Collaborates with ServiceNow System Owner
– Monitor health, usage and overall compliance of ServiceNow and its applications
– Assist in building and maintaining internal technical documentation, manuals, policies, and processes
– Understand how ServiceNow can enable the client to become more efficient and configure the platform to achieve measurable benefits
– Develop systems integrations and process automation
– Configure and maintain SLA, catalog items and their associated workflows
– ServiceNow System Administration certificate (Certified System Administrator)
– General support, administration and maintenance of ServiceNow platform and associated applications
– Working closely with IT and business partners to configure and improve core platform capabilities in accordance with ITIL best practices.
– Perform other activities requested by your Team Lead
Working experience & expertise:
– 2-4 years experience with ServiceNow administration;
– ITIL Service Management Knowledge
Technical skills required:
Knowledge of Technologies:
– ServiceNow knowledge in ITSM and ITBM
– HTML and/or Java
– WEB technologies as LDAP, SSO, VPN, SSL
– Reporting skills
– Experience using JavaScript, XML, and HTML;
– ServiceNow System Admin certification (admin or higher);
– Demonstrated ability with ServiceNow incident, change, problem, request, CMDB and knowledge management applications;
– Experience in IT service management, ITIL certification preferred;
– Ability to analyze, troubleshoot and resolve complex software application related problems;
– Applies standard methodology, techniques, procedures and criteria;
– Ability to analyze raw results, determine/resolve bottlenecks, and create meaningful documentation of testing scenarios and results;
– Up-to-date knowledge of marketplace and technology changes pertinent to ServiceNow, monitoring tools, and ITIL processes;
Technical skills optional:
– Good knowledge of ITSM/ITBM processes
– Safe handling of Microsoft Office products
– ServiceNow Certified Application Developer certificate
– any CIS (Certified Implementation Specialist) certificates
Other:
– Fluent in English required, German as nice to have
– Some travel within EMEA expected ca. 10-15% yearly
– Excellent communication skills
– Structured working method
– Project Management skills