ASAP

> 12 months

PROJECT INFORMATION:

Industry: leading insurance company
Start: at the beginning of January
Rate: depending on experience
Contract: long-term cooperation
Location: Lisbon, Portugal (The team works 2 times a week from the office, but if you can be 2-3 times a month - that's fine)
Project language: English
Equipment: provided by the Client

We’re looking for 2x Service Now Support Engineers, who will provide global level 1 and global level 2 support to users and key users of one or more products.

Will also oversee, along with other teams, the final resolution of the most significant and recurring incidents that affect one or more products.

!Note, that Candidate in this role will not do design and will not build anything by himself/herself.

KEY RESPONSIBILITIES:

• Resolving or escalating incidents.
  
• Filing or escalating RITM.
  
• Creating and resolving problems.
  
• Contributing to the maintenance of the service catalogue.
  
• Testing monthly releases and updates.
  
• Providing, upon request, training to key users.
  
• Managing projects that only require data changes.
  

REQUIREMENTS:

• At least 4-5 years of experience with practices in a similar role.
  
• A long history of user support activities.
  
• Experience with ITSM, ITEM, HRSD.
  
• Successful coaching activity within the team.
  
• Good knowledge of Service Now products.
  
• High functional and technical knowledge.
  
• High understanding of the incident and ticket management processes.
  
• Ability to work in an emergency and/or changing context.
  
• Ability to deal with several topics simultaneously and manage their priorities.
  
• Dealing with complex topics.
  
• Fluent knowledge of the English language.