Our client is Siemens Healthineers, a leading global medical technology company with more than 55,000 dedicated colleagues in over 70 countries, driven to shape the future of healthcare.
TASKS AND 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).
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
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)
Previous work experience in ServiceNow ITSM environment (3+ years)
This position requires work during some weekends. Will be clarified during interview.
Key Trainings and Certifications - desired but not mandatory, considered as a plus:
ServiceNow Fundamentals
ServiceNow Certified System Administrator (CSA)
ITIL Foundation V4 are considered as a plus
