Operations & Technical Support (Service Now Specialist)

Job Description

SUMMARY

The Service Now Engineer is responsible for continuous improvement of our regional ITSM solution in collaboration with global Service Now team.
He/She is also responsible for third level support on Service Now and vendor/global team incidents escalations.

KEY RESPONSIBILITY

  • Involved in design and implementation of workplace projects.
  • Drive ITSM related projects.
  • Expert knowledge of Service Now administration.
  • Design, optimize and industrialize ITSM Processes.
  • Knowledge of Service Now implementation.
  • 3rd line support (troubleshooting, incident and change management)
  • Analysis/understanding of recurring business requests, standardization and implementation as standard/automated request in our catalogue.
  • Development of workflows, catalogue items within Service Now.
  • Develop and maintain Operational and Technical documentation
  • Drive knowledge transfer to helpdesk and onsite support teams.
  • Insure security and audit guidelines are correctly implemented


Required Technical and Professional Expertise

  • Bachelor Degree in Mathematics, Engineering, Computer Science OR equivalent through experience.
  • 3 years' experience in ITSM (Service Now implementation) preferably in multinational enterprise(s).
  • Advanced course work in technical systems plus continued education in technical disciplines
  • Excellent customer service orientation, including end-user support experience
  • Quick learner, motivated self-starter.
  • Analytic mindset, good problem solver.
  • Needs to be able to work on multiple simultaneous tasks with limited supervision.
  • Searching to identify and implement process and/or technical continuous improvements.
  • Service Now certified.
  • ITIL knowledge and experience.


Preferred Tech and Prof Experience

N/A

EO Statement
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.


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