Centurion: 2624 Servicenow Itsm Support Engineer posted by Jordan Human Resources

Job Summary

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
2624 Servicenow Itsm Support Engineer position available in Gauteng, Centurion. This job position was posted by Jordan Human Resources. The job has been posted as a char8000 ad on 2024-12-09 at 01:03:32 in the It Computer category

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