2nd/3rd Line ServiceNow Support Specialist

We are looking to recruit for one of our clients – a company with over 40 of experience in independent Information Technology services business, the position of

                                             2nd/3rd Line ServiceNow Support Specialist

Level of expertise: Middle and Senior level
Location: Iasi

SKILLS, KNOWLEDGE AND EXPERIENCE

• at least 2 years of support experience with IT Service Management (ITSM) platforms (ServiceNow preferred);
• ServiceNow Certified System Administrator;
• ITIL v3 Foundation certification;
• technical knowledge and exposure to development and coding – scripting and use of APIs;
• strong knowledge of web services and integrations;
• an in-depth knowledge of ITSM processes;
• strong knowledge and understanding of IT Operations Management (ITOM) and IT Business Management (ITBM);
• additional skills in technologies, interacting with enterprise level platforms management;
• basic understanding of AGILE/SCRUM methodologies;
• good interpersonal skills, with the ability to communicate effectively and clearly to both IT and business staff;
• good analytical skills, structured and methodical approach;
• highly organize, with the ability to plan for short to medium term objectives;
• strong listening, verbal and written communication skills in English.

ROLE AND RESPONSIBILITIES

The main roles and responsibilities of this position include:

• the maintenance and 2nd/3rd line level support for core ServiceNow Applications – ITSM, ITBM, HR, ITOM;
• utilizing experience and evolving technical ability to bring about resolution of technical issues and queries from customers, assist in the customer on-boarding process on the platform and SupportNow;
• supporting core modules such as Incident, Problem and Change Management, Service Catalogue Management, Event Management, PPM, CMDB and Knowledge Management;
• management of information relating to customer incidents or service requests, and the effective communication of progress of such events to customers, colleagues and 3rd parties;
• dealing with customer requests and perform incident and problem root cause analysis following defined ITIL processes and procedures;
• the maintenance of Users and Groups, Service Catalogue items and workflows;
• identifying new functionality in applications, services and processes;
• maintaining an in-depth knowledge of industry standards relevant to the role.

Benefits:

• the possibility to develop professionally inside a multinational company/ access to the intern career development opportunities;
• attractive package of benefits: attractive pay scale, meal tickets, performance bonuses;
• private medical assurance; 
• competence lead program;
• international working environment.

Disclaimer:
Train 2 Perform is a national company, specialized in providing Human Resources integrated and personalized solutions for companies and individuals in order to optimize the inter human relations, covering the following domains: recruitment and personnel selection, training and development programs, strategic human resources management.