ServiceNow Sense Support Agent (m/f/d) - Hybrid - Bratislava/Žilina/Košice

Developers solve development items and bugs, support the support team with incident resolution, and train or teach them to write scripts independently.

Hlavné zodpovednosti

• Administer, configure, and maintain the platform, ensuring optimal performance and uptime.
• Manage incident requests, including monitoring, investigation, resolution tracking, and documentation of results following knowledge transfer activities.
• Carry out initial incident assessment and analysis to determine impact and urgency.
• Qualify and pre-validate incidents through effective communication with users to understand requirements and gather necessary information for resolution.
• Maintain core platform modules, including ITSM and CSM.
• Implement and manage modules such as Incident, Problem, Change, Asset, CMDB, and Service Catalog.
• Create and customize forms, fields, workflows, business rules, client scripts, and UI policies.
• Maintain a disciplined approach to capturing, managing, and deploying configurations between instances.
• Manage user roles, groups, and access controls to maintain security and compliance. Apply a solid understanding of the security model and debugging of security rules.
• Collaborate with stakeholders to gather requirements and translate them into platform solutions.
• Monitor system performance, troubleshoot issues, and apply patches or upgrades.
• Work with REST/SOAP APIs, integration spokes, and data integrations between systems.
• Develop reports, dashboards, and performance analytics to provide actionable insights.
• Stay updated on new platform releases and recommend enhancements.

Požiadavky a zručnosti

• Fluent English skills, both written and verbal.
• Excellent communication skills in a multi-provider environment.
• Previous work experience as an administrator in an ITSM and CSM modules environment, for at least 2 years.
• Management soft skills to take the lead on high-priority incidents when they occur.
• Strong analytical skills for troubleshooting.
• Scripting experience is an advantage.
• Good understanding of incident and other ITSM processes, such as Problem and Knowledge Management.
• On-call duties based on agreement.
• University education, Bachelor's degree.

Prerequisite certifications and trainings that need to be completed by L1.5 Support prior to onboarding:

• Fundamentals.
• Certified System Administrator (CSA) – preferred.
• ITIL Foundation V4 – preferred.

Benefity

• Variable and Christmas bonus.
• Hybrid type of work – combination of telework and work from office.
• Flexible working hours.
• Bridge days – 6 free extra paid leave days per year.
• 3 sick days per year without a doctor’s permit.
• In case of sickness, 100% salary reimbursement for 20 days per year, including a maximum of 10 days per year for family care.
• Additional pension plan.
• 300 EUR for regeneration of work force via cafeteria system.
• Wellbeing program – psychological, legal and financial counselling.
• Family care program, including subsidies for newborns, maternity leave, kindergartens and summer camps.
• Retention program, including work anniversary, life anniversary and employee loans.
• Training and development program, including business and product trainings, e-learning, language courses and soft skills trainings.
• Adjustable standing desk as a standard.
• Participation in world-famous IT conferences for best employees.

Pracovné prostredie

A global team of scientists, clinicians, developers, researchers, professionals and skilled specialists works together across different backgrounds, cultures, religions and orientations. The team believes in each individual’s potential to contribute diverse ideas and works together to fight threatening diseases and enable access to care, united by the purpose of pioneering breakthroughs in healthcare for everyone, everywhere, sustainably.