Servicenow Support Agent

2 semanas atrás

São Paulo, São Paulo, Brasil Siemens Healthineers Tempo inteiro
Do you want to help create the future of healthcare? Siemens Healthineers is a place for people who dedicate their energy and passion to this greater cause. It reflects their pioneering spirit combined with our long history of engineering in the ever-evolving healthcare industry.
We offer you a flexible and dynamic environment where you have the space to stretch beyond your comfort zone to grow personally and professionally. Sound interesting?
**Then come in and join our team as ServiceNow Support Agent (2nd level)**
**Your mission 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.
**Skills**:
- Bachelor's degree
- 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.
- ** **ServiceNow Fundamentals****:
- ** **ServiceNow Certified System Administrator (CSA)****:
- ** **ITIL Foundation V4**
**Being part of our team**:
Our global team: Siemens Healthineers is a leading global medical technology company. 55,000 dedicated colleagues in over 70 countries are driven to shape the future of healthcare. An estimated 5 million patients across the globe benefit every day from our innovative technologies and services in the areas of diagnostic and therapeutic imaging, laboratory diagnostics and molecular medicine, as well as digital health and enterprise services.
**Curious about our culture?** Our culture embraces different perspectives, open debate, and the will to challenge convention. Change is a constant aspect of our work. We aspire to lead the change in our industry rather than just react to it. That's why we invite you to take on new challenges, test your ideas, and celebrate success.

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