09/06/2022 updated
System Specialist, ServiceNow
Experience
Languages
Project history
-2nd and 3rd tier support for the corporate ITSM System support
-Providing support in the resolution of incidents and changes assigned to the group within SLA
-Designing and making changes to the system according to agreed processes and procedures (development)
-Participating in continual improvement of the system and the processes around it
-Training end users
-2nd tier support for incident and service request handling according to assigned tasks and their respective SLAs
-Root cause analysis for technical problem situation
-Conducting change process and impact analysis in problem management -Close cooperation with clients, service delivery managers and developers in the technical configuration of new implementations and improving current services and solutions
-Tutoring new team members and providing technical assistance to 1st tier support / service desk
-Customer e-invoice account management and EDI server connection setup
-B2C messages exchange support and bank agreement issue handling
-Problem reporting related to production services and technical consulting
for external customers
-Tutoring new team members and creating technical service documentation