• Provide pre and post support for software applications releases working in a global team providing 24/7 support using an 8-hour revolving shift pattern. You will report to a Team Leader with other analysts within a specific shift.
• Manage all incident requests for L1 and L2(post training) within the shift that have been allocated. Escalation of any incidents to team leader.
• Determine root cause analysis, resolve and communicate solutions to customers with support of Team Leader.
• Develop personal competency of the ServiceNow product and build knowledge so functionality can be used to manage incidents and report performance.
• Build knowledge of the products and processes to ensure the right level of competency is achieved to support the applications/client’s expectations and personal growth.
• Achieve personal performance measures, adhering to SLA’s and agreed standards/processes that always provide excellent customer service.
• Work in parameters of the scheduled shift patterns/working times and provide backup support to other teams to meet the needs of the business/client expectations.
• Produce regular reporting of performance, KPI’s and specific SLA’s to track overall service.
• Take part in regular Incident Management reviews/audits/surveys to develop improvements based on lessons learned/survey feedback.
• Network with other support teams to share best practice and develop experience.
  
  

• Previous hands on experience in Support, Software, Applications or Helpdesk Teams.
• Excellent communication/organization skills, command of business English
• Experience of dealing with several different client problems each day, researching to find the answers, communicating directly with the client both verbally and in writing.
• Experience of reporting technical, functional and operational problems and resolutions to the development team.
• Experience in working in multiple time-zones/countries and rotating shift systems to align with business demands.
• Excellent analytical and problem-solving skills in order to identify and respond to unexpected or disruptive events
• Must have hands on working knowledge of Microsoft Office Applications with Excel
• Must show the capability to learn and develop technical skills for Cloud Support.
• Must have supported IT infrastructure or Azure Cloud technologies
  
  

• Strong educational level or Service Management qualification
• Working knowledge of Service Management products like ServiceNow
• Other non-English languages would be useful
• Interest in developing knowledge in cloud computing, achieving certification and developing in this field.
  
  

• Familiarity with ITILv3 or ITIL v4
• MS Excel
• ServiceNow
  
  

Please refer to job description.