2624 ServiceNow ITSM Support Engineer

Product / Feature Team Information (if applicable) IT Service Management ESSENTIAL SKILLS REQUIREMENTS: · Fluent English-speaking, including business reading and writing · ITIL knowledge and experience · Experience with supporting IT Service Management (ITSM) processes in large enterprise IT platforms and solutions like ServiceNow or BMC Remedy · Any additional responsibilities assigned in the Agile Working Model (AWM)Team Charter ADVANTAGEOUS SKILLS REQUIREMENTS: · Knowledge of IT processes: o Manage Configuration o Manage Problems o Manage Change o Manage Request Fulfilment o Manage Incidents o Manage Knowledge o ITSM Reporting · Experience with the Agile Methodology. · Building and maintaining strong relationships between IT and the business. · Ensuring a positive customer experience through effective service management. · Excelling in clear communication and working well with teams across the organization. · Being able to identify, analyse, and resolve issues efficiently. · IT experience (not a prerequisite) SOFT SKILL REQUIREMENTS: · Strong analytical and problem-solving skills with high attention to detail · Ability to relate and interact with a variety of stakeholders at different organisational levels. · Strong interpersonal skills, including intercultural understanding. · Able to work under pressure and be resilient in stressful situations. Remaining calm and patient in stressful situations or when dealing with challenging issues · Must be self-motivated and open to learn independently. · Proactive and be able to provide new ideas for improvement of processes and work methods. · Self-starter. · Flexibility to take up different tasks in the team and be a team player. · Approaching problems in a systematic way and finding innovative solutions. · Collaborating effectively with others to achieve common goals. · Always considering the impact on the customer and striving to enhance their experience. · The ability to mediate disputes and find mutually acceptable solutions. · Willing and able to travel international when required. · Team player (working in an international environment and team) WHICH QUALIFICATIONS/EXPERIENCE DO WE NEED FOR THE ROLE? · Min. 3 years proven working experience in IT Service management support. · ITIL Foundation · IT qualification (advantageous) · Applicable ServiceNow certification (advantageous) WHAT WILL BE YOUR ROLE AND RESPONSIBILITIES? · Support during German working hours · Standby on a 24/7 rotation basis, rotated amongst 5 team members · Standby support to respond to incidents, and be able to resolve, or delegate to 3rd level support for resolution, and manage the incident accordingly · Action and resolve Incident tickets · Action and resolve Universal Requests · Action and resolve Critical Incident Management tickets as required · Raise and lead tasks for Problem Management tickets as identified · Action and coordinate Change Management tasks and tickets as required · Perform daily handover and start-up tasks to ensure operational support · Ensure that all processes have been investigated / considered in obtaining the specifications of the user requirements · Attend departmental operation meetings · Attend weekly standby review, and ensure handover of responsibilities as and when required · Creating and updating documentation of user guides and guidelines including operations manuals. · Submitting, updating, and maintaining knowledge articles related to key topics included in the scope of services supported. · Providing levels of support and ensuring continuous operation of IT services. · Focusing on continual service improvement to enhance service delivery and process efficiency. · Interacting with clients such as IT service consumers, suppliers, and users to maintain service quality and manage relationships. WHAT DO WE OFFER YOU? · Cutting edge global IT system landscape and processes · We offer you an exciting position in the field of Data Analytics: Contribute to IT stability and customer satisfaction by building cutting-edge IT Service Management with a focus on analytics and smart predictions. Join our agile development team and become creative with top tools like Service Now and Splunk as well as our own custom developments · Flexible working of 1960 hours in a 12-month period · High Work-Life balance · Remote / On-site work location model · Affordable Group vehicle promotions (buying or leasing options available, terms and conditions apply) · Highly motivating, energetic, and fast-paced working environment · Modern, state-of-the-art offices · Dynamic Global Team collaboration · Application of the Agile Working Model Methodology

Location: Centurion, ZA

Posted Date: 12/26/2024