Performs day to day support, administration and maintenance of the ServiceNow platform
Maintains ServiceNow support processes and checks that all requests for support are dealt with according to agreed procedures
Investigates and resolves issues (2nd level support) including performance monitoring
Prioritizes and diagnoses incidents according to agreed procedures
Documents and closes resolved tickets according to agreed procedures
Escalates unresolved incidents
Provides "Go Live" support after introduction of new solutions
Manages upgrade planning and execution
Performs failure analysis and provides recommendations for continuous improvement
Uses his/her experience in ITIL processes to manage interfaces
Writes knowledge articles and supports end users by answering questions and providing basic training on applications, policies and procedures
Develops clear and concise technical and process documentation
Supports multiple projects simultaneously in a fast-paced environment
Works in an agile environment and is familiar with agile development methods
Ensures that implementations and ongoing services are delivered on time and meet client requirements
Supports projects by resolving fairly complex program problems
Supports internal service review meetings covering performance, quality aspects and processes
Provides training for the tools functionalities in person and/or through other methods
Works closely with the ServiceNow architects and development team to assist in the appropriate extension, integration or development of the platform
Testing and verifying new functionalities delivered within projects or by the development team
Assigning user permissions
Managing user permissions
requirements-expected :
Qualified IT specialist (apprenticeship) or Bachelors degree in Computer Information Systems, Management Information Systems, Computer Science or another related field
Minimum 1+ year of ServiceNow administration experience
CSA Certification
ITSM, SPM, ITOM experience and knowledge
Good understanding of ITIL
Good understanding of ITSM and related services
Fluent in English language skills (verbal & written)
benefits :
Prywatna opieka medyczna (w tym stomatologiczna)
