ServiceNow Support Consultant

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, 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

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.
• 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 is a plus.
• 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.