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

Siemens

  • Amadora, Lisboa
  • Permanente
  • Horário completo
  • Há 1 mês
Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably.Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions. Apply now for the position of ServiceNow Support Agent (2nd level).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
Who we are: We are a team of more than 71,000 highly dedicated Healthineers in more than 70 countries. As a leader in medical technology, we constantly push the boundaries to create better outcomes and experiences for patients, no matter where they live or what health issues they are facing. Our portfolio is crucial for clinical decision-making and treatment pathways.How we work: When you join Siemens Healthineers, you become one in a global team of scientists, clinicians, developers, researchers, professionals, and skilled specialists, who believe in each individual's potential to contribute with diverse ideas. We are from different backgrounds, cultures, religions, political and/or sexual orientations, and work together, to fight the world's most threatening diseases and enable access to care, united by one purpose: to pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably. Check our Careers Site at

Siemens