Job Family: Information Technology Req ID: 470363 Job 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 (preferred) and/or experience with application operation and support + 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 may require working during some weekends. Will be clarified during interview. Key Trainings and Certifications + ITIL Foundation (V3/V4) – preferred + ServiceNow Certified System Administrator (CSA) - preferred + ServiceNow Fundamentals – preferred Basic wage component (gross) and other rewards : starting from 2000 EUR brutto /month + VAR* *We are required by law to disclose basic wage component (minimum salary) for the advertised positions. We carefully consider your professional qualifications and experience in our compensation package and/or when offering you other positions. Our goal is to pay our employee's fairly, with regard to the market situation and we are ready to welcome high-quality candidates in our team. What do we offer: + Variable and Christmas bonus + Attractive carrier path in area of ServiceNow (possible development/consultant roles) + Hybrid type of work – combination of telework and work from office + Flexible Working Hours + Bridge days – free extra paid leave 6 days per year + 3 sick days per year (no doctor’s permit needed) + In case of sickness 100% salary reimbursement 20 days/ year, this includes max. 10 days/ year for of family care + Additional pension plan + 300 EUR for regeneration of work force via cafeteria system + Wellbeing program – Psychological, Legal and Financial Councelling + Family care program (subsidy for newborns, maternity leave, kindergardens, summer camps) + Retention program (work anniversary, life anniversary, employee loans) + Training and development program (business and product trainings, e-learning, language courses, soft skills trainings,…) + Adjustable standing desk as a standard + Participation on world famous IT conferences like Microsoft IGNITE for best employees + Wide project portfolio in healthcare domain and job rotation within company (Cybersecurity, Artificial Intelligence, Healthcare IT services, …)