ServiceNow Support Specialist – Service Management
D
dmTECH PolskaRetail technology
Country code: PL; hybrydowo (Wrocław) lub 100% współpraca zdalnaContractSenior
Salary90 - 150 PLN per hour net b2b
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Job Details
- Languages
- Bardzo dobra znajomość języka niemieckiego oraz polskiego (C1) oraz dobra znajomość języka angielskiego (B2)
- Required Skills
- AgileChange ManagementServiceNow
Requirements
- Have practical experience supporting the ServiceNow platform, for example as a platform administrator or application support specialist; using ServiceNow only as a ticketing tool for unrelated topics is not sufficient.
- Understand ITSM processes based on ITIL, particularly Incident, Problem, Change, and Request.
- Be able to explain ITSM processes clearly to users.
- Communicate effectively and collaborate with business and technology partners in an agile environment.
- Be able to quickly understand complex topics and take an analytical approach.
- Focus on service quality and user needs.
- Work independently and proactively, and be willing to help shape support development and propose improvements.
- Have very good German and Polish language skills (Polish C1) and good English language skills (B2).
- Preferred: IT-related education.
- Preferred: valid ServiceNow Certified System Administrator certification.
- Preferred: knowledge of preparing user stories and describing requirements in an agile environment.
Responsibilities
- Provide second-line support for questions and requests about the ServiceNow platform and ITSM processes.
- Analyze and resolve platform incidents and errors, reproduce reports, document findings, and escalate issues when needed.
- Clarify requests with business units and process owners and translate requirements into user stories.
- Configure selected ServiceNow elements, settings, and functionality.
- Create solution articles and maintain product documentation to support knowledge management.
- Prepare user stories describing requirements, business needs, and proposed improvements.
- Propose and support implementation of improvements, particularly in second-line support.
- Participate in agreed administrative activities for product-team projects.
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