ServiceNow Sense Support Agent (m/f/d) - Hybrid - Bratislava/Žilina/Košice

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably. Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions. This is a hybrid position with possible locations in Bratislava, Žilina, or Košice. The Support agent´s activities play a central role in the managed services organization as it is mainly handling user-oriented activities (part of DevOps team). The Support Team tasks will be to perform 1 st analysis of incidents from SENSE Callers. They are the single point of contact for end users to raise any query, incident and request to the provider. The Support team is reachable via the SHARP ticket tool. Included Services are: 1st Analysis = Analyzing incidents whether they refer to provider service scope, categorizing of incidents, prioritizing of incidents, completing missing information; routing to responsible resolver group, establishing transparency to the DevOps Developer team Support & Admin Resolution based on solution sheets provided by DevOps Developer team Communication (including TEAMS calls) with end users / call openers in case of analysis or after resolution of incident (after both DevOps team resolution) Ticket monitoring, escalation and ticket reporting based on standard functionality of Siemens Healthineers Ticketing Tool. Creation of Knowledge articles for raised incidents to ensure better support on re-occurring incidents Identify & Create End-User Self-help Knowledge Articles to be published in the ITSM Portal It is very likely that the Support team will not only handle incidents in the service scope of SENSE Application Management. In such cases, the Support team will create new Incidents for the respective and responsible service organization of Healthineers. Responsible Incidents will be referenced to the initial escalation. Support Agents : They are the Incident owners and are the single point of contact for the SENSE callers. They resolve basic SHARP SENSE Incidents, based on existing Knowledge Base Articles (incl. running basic scripts). Developers : They solve Azure DevOps items (PBIs & Bugs) and support the support team with incident resolution and train / teach them to write scripts on their own.

Administer, configure, and maintain the ServiceNow platform, ensuring optimal performance and uptime Manage SHARP incident requests, including monitoring, investigation, resolution tracking, and documentation of results following knowledge transfer activities. Carry out initial incident assessment and analysis to determine impact and urgency. Qualified and pre-validated incidents through effective communication with users to understand requirements and gather necessary information for resolution. Have deep expertise in maintenance of core ServiceNow modules (ITSM, CSM). Implement and manage modules such as Incident, Problem, Change, Asset, CMDB, and Service Catalog. Create and customize forms, fields, workflows, business rules, client scripts, and UI policies. Have disciplined approach to capturing, managing, and deploying configurations between instances. Manage user roles, groups, and access controls to maintain security and compliance. Solid understanding of the ServiceNow security model and debugging security rules. Collaborate with stakeholders to gather requirements and translate them into ServiceNow solutions.