IT Support Consultant (for ServiceNow platform) - Devoteam, s.r.o.

We are seeking a proactive and skilled ServiceNow Support Consultant to join our growing team. This role is crucial for ensuring the smooth operation and optimal performance of our clients' ServiceNow instances. You will be the primary point of contact for resolving incidents, fulfilling service requests, and providing expert guidance to users, helping them maximize their investment in the ServiceNow platform. The ideal candidate possesses a strong technical background in ServiceNow, excellent problem-solving abilities, and a commitment to delivering outstanding customer service.

Key Responsibilities:

Incident Resolution & Troubleshooting:

Serve as the primary point of contact for users reporting issues or requesting support related to ServiceNow applications (e.g., ITSM, ITOM, HRSD, CSM, GRC).
Diagnose, troubleshoot, and resolve complex ServiceNow incidents, providing timely and effective solutions.

Service Request Fulfillment:

• Process and fulfill service requests within the ServiceNow platform, such as user provisioning, access management, data modifications, and minor configuration changes.
• Ensure adherence to established service level agreements (SLAs) for all incidents and service requests.

User Support & Guidance:

• Provide expert guidance and best practices to ServiceNow users, helping them navigate the platform and utilize its features effectively.

Configuration & Maintenance:

• Perform routine system health checks, monitoring, and maintenance activities to ensure platform stability and performance.

Collaboration & Communication:

• Collaborate closely with internal development teams, project managers, and other support staff to ensure seamless service delivery.

Documentation & Reporting:

• Maintain accurate and detailed records of all support activities, resolutions, and configurations within the ticketing system.
• Generate reports on common issues, performance trends, and service delivery metrics.
• Qualifications

Requirements:

Must have:

• Minimum 1 year of professional experience in an IT Support, Technical Support, or Application Support role, with a strong focus on ServiceNow or similar tools.
• Solid understanding of the ServiceNow platform and its core functionalities.
• Basic knowledge of JavaScript, HTML, CSS, and GlideScript.
• Excellent problem-solving and analytical skills, with a methodical approach to troubleshooting.
• Strong communication skills (written and verbal) in English, with the ability to explain technical concepts to non-technical users.
• German language on basic communication level.
• Strong customer service orientation and a commitment to user satisfaction.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• A proactive attitude and a willingness to continuously learn and adapt to new technologies.
• Team player with strong interpersonal skills.

We prefer:

• ServiceNow Certified System Administrator (CSA) is a big plus.
• Additional ServiceNow certifications (e.g., CIS-ITSM, CIS-HRSD) are a significant advantage.
• Additional Information
• Proven experience in troubleshooting and resolving issues within the ServiceNow platform.

Benefits:

• 5 weeks of vacation per year (= 1 week extra)
• 4 “My Days” per year
• Hybrid office
• Flexible working hours
• Udemy for business account
• Meal allowance up to 28.000 CZK/year (123,90 CZK/day)
• Cafeteria 1000 CZK/month (MultiSport Card available)
• Phone tariff (unlimited calls, texts messages within the EU, 20GB of Internet)
• Employee Referral Program
• Sabbatical leave
• Repurchase of hardware

Moreover, we offer:

• Above standard working equipment
• Company mobile phone (selection from Android/iPhone)
• Company laptop (Windows/macOS)
• Coffee, tea, snacks and breakfasts in the office
• Company events and team buildings
• Gifts for work anniversaries, promotion or childbirth
• Friendly and open culture

And last but not least, you can rely on:

• Transparent framework for career growth, reinforced by annual performance evaluations
• Trust and autonomy, with no micro-management
• Learning from senior colleagues and opportunities to collaborate with professionals from various industries
• Opportunities to attend conferences to keep skills up-to-date
• Usage of AI tools and access to elaborate, tailored AI training