Our client in the automobile industry is looking for a ServiceNow ITSM Support Engineer

 

Product / Feature Team Information (if applicable)
IT Service Management
ESSENTIAL SKILLS REQUIREMENTS:
·        Fluent English-speaking, including business reading and writing
·        ITIL knowledge and experience
·        Experience with supporting IT Service Management (ITSM) processes in large enterprise IT platforms and solutions like ServiceNow or BMC Remedy
 
·        Any additional responsibilities assigned in the Agile Working Model (AWM)Team Charter
ADVANTAGEOUS SKILLS REQUIREMENTS:
·        Knowledge of IT processes:
o   Manage Configuration
o   Manage Problems
o   Manage Change
o   Manage Request Fulfilment
o   Manage Incidents
o   Manage Knowledge
o   ITSM Reporting
·        Experience with the Agile Methodology.
·        Building and maintaining strong relationships between IT and the business.
·        Ensuring a positive customer experience through effective service management.
·        Excelling in clear communication and working well with teams across the organization.
·        Being able to identify, analyse, and resolve issues efficiently.
·        IT experience (not a prerequisite)
SOFT SKILL REQUIREMENTS:
·        Strong analytical and problem-solving skills with high attention to detail
·        Ability to relate and interact with a variety of stakeholders at different organisational levels.
·        Strong interpersonal skills, including intercultural understanding.
·        Able to work under pressure and be resilient in stressful situations. Remaining calm and patient in stressful situations or when dealing with challenging issues
·        Must be self-motivated and open to learn independently.
·        Proactive and be able to provide new ideas for improvement of processes and work methods.
·        Self-starter.
·        Flexibility to take up different tasks in the team and be a team player.
·        Approaching problems in a systematic way and finding innovative solutions.
·        Collaborating effectively with others to achieve common goals.
·        Always considering the impact on the customer and striving to enhance their experience.
·        The ability to mediate disputes and find mutually acceptable solutions.
·        Willing and able to travel international when required.
·        Team player (working in an international environment and team)
 
WHICH QUALIFICATIONS/EXPERIENCE DO WE NEED FOR THE ROLE?
·        Min. ~ 3 years proven working experience in IT Service management support.
·        ITIL Foundation
·        IT qualification (advantageous)
·        Applicable ServiceNow certification (advantageous)
 
WHAT WILL BE YOUR ROLE AND RESPONSIBILITIES?
·        Support during German working hours
·        Standby on a 24/7 rotation basis, rotated amongst 5 team members
·        Standby support to respond to incidents, and be able to resolve, or delegate to 3rd level support for resolution, and manage the incident accordingly
·        Action and resolve Incident tickets
·        Action and resolve Universal Requests
·        Action and resolve Critical Incident Management tickets as required
·        Raise and lead tasks for Problem Management tickets as identified
·        Action and coordinate Change Management tasks and tickets as required
·        Perform daily handover and start-up tasks to ensure operational support
·        Ensure that all processes have been investigated / considered in obtaining the specifications of the user requirements
·        Attend departmental operation meetings
·        Attend weekly standby review, and ensure handover of responsibilities as and when required
·        Creating and updating documentation of user guides and guidelines including operations manuals.
·        Submitting, updating, and maintaining knowledge articles related to key topics included in the scope of services supported.
·        Providing levels of support and ensuring continuous operation of IT services.
·        Focusing on continual service improvement to enhance service delivery and process efficiency.
·        Interacting with clients such as IT service consumers, suppliers, and users to maintain service quality and manage relationships.
WHAT DO WE OFFER YOU?
·        Cutting edge global IT system landscape and processes
·        We offer you an exciting position in the field of Data Analytics: Contribute to IT stability and customer satisfaction by building cutting-edge IT Service Management with a focus on analytics and smart predictions. Join our agile development team and become creative with top tools like Service Now and Splunk as well as our own custom developments
·        Flexible working of 1960 hours in a 12-month period
·        High Work-Life balance
·        Remote / On-site work location model
·        Affordable Group vehicle promotions (buying or leasing options available, terms and conditions apply)
·        Highly motivating, energetic, and fast-paced working environment
·        Modern, state-of-the-art offices
·        Dynamic Global Team collaboration
·        Application of the Agile Working Model Methodology