Senior Application Support Specialist (CSM of ServiceNow)


Would you like to be part of DHL IT Services? Our Solution Support team is looking for a new team member.
You will deliver application support and deployment services for part of a given business area to DHL countries/ functions, in order to ensure the maximum availability of these services to the business and the smooth deployment of new or improved services with minimal disruption to business continuity.

As an Application Support Specialist you will provide on-site, on-call support activities for Customer Service Module of ServiceNow Application and ensure that all agreed targets, SLA's and Metrics are met.

What you will do:

•Delivers application support within Service Level Agreements to Customer Service Module of ServiceNow business user according to ITS processes with the main focus on Incident and Problem Management
•Demonstrate ownership of assigned events and incidents through to restoration and collaborate with other support teams within the organization and external supplier
•Prioritize requests in accordance with agreed criteria and the needs of the organization in accordance with Service Level Agreements
•Plan, execute and support implementations so the applications themselves are deployed with minimal disruption to the production environment
•Investigate problems and other requests for support and determines appropriate actions
•Coordinate activities and communicate with impacted stakeholders as per incident management process
•Maintain and gain current knowledge of supported applications
•Support delivery of build projects through its lifecycle UAT, TAT, RTP and post implementation support
•Seek to continuously improve efficiency within supported application

You should have:

•Advanced level of communication skills in English both written and spoken
•Positive attitude, commitment to teamwork and sensitivity to cultural differences
•Strong analytical thinking with strong drive to solve problems / problem-solving skills
•Ability to prioritize and multi-task in a fast paced, changing environment to achieve goals and deadlines
•Knowledge of Windows/Linux based systems
•Experience with supporting applications
•Basic grasp of Oracle WebLogic Server
•Strong customer focus

Must have technical experience:

•Functional knowledge of CSM module of ServiceNow.
•development experience with SOAP, RESTful API, scripting with ServiceNow
•Solid understanding in ServiceNow development, implementation, integration, javascript, UI policies, UI action, work flow, business rule, client script
•Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists etc...
•Have worked on multiple integrations of ServiceNow-Monitoring Tools
•Agent workspace and Chat configuration
•Past experience with instance upgrade and patching is a plus, but not required
•Hands on experience with ServiceNow CSM, ITSM, and Service Portal
•1-2 years of hands-on experience with ServiceNow in Support role (Incident, Problem and Change management)
•Identify system deficiencies and recommends solutions continual service improvements
•Functional understanding of OpenFrame / CTI technology
•Functional understanding of NOW Experience UI Framework
•Functional understanding of JMS integrations
•Functional understanding of internationalization (i18n)
•Basic understanding of ServiceNow Machine Learning and Predictive Intelligence capabilities
•Certification:- CSA, CAD or CIS-CSM

We offer:

•Great team of IT professionals and possibility of technical development
•Modern offices in Chodov
•Home office possibilities
•Permanent contract
•CAFETERIA employee benefit program with wide selection of benefits from Edenred
•Extra week of holiday (25 days/year), 6 Self-sickness days/year, Full salary compensation for up to 10 days absence due to illness per calendar year, Lunch vouchers fully covered by company
•Multisport card, mobile and laptop, fruit days, sport clubs for employees, Referral program……


Martina Hrbková
Martina Hrbková
DHL Information Services (Europe) s.r.o.

At DHL ITS, I am mainly responsible for a junior roles and recruitment for Service Desk department. Usually I am recruiting Service Desk Analyst position with various combination of languages.