ServiceNow Support Agent (2nd level) m/f/d

Website Siemens Healthineers

ServiceNow Support Agent (2nd level) (m/f/d)

Location: Poland

We at Siemens Healthineers are committed to helping healthcare providers globally to succeed in today’s dynamic environment. We are inspired to transform the way things are done – because we want what is best for our people, our customers and ultimately the health of mankind.

While we invest in engineering excellence – leading-edge medical technologies and services, we don’t stop there. We also deeply invest on our 68 000 people with the hearts of pioneers, highly committed and connected in this industry. And as we strive to shape the future of healthcare, our overall success will depend on our ability to continuously reinvent ourselves.

Job responsibilities:
• Incident ticket monitoring and handling, as well as documentation of results, based on knowledge transfer sessions. 
• First analysis of incoming incidents / Qualification and pre-clarification of the incident (understanding user requirements).
• Incident resolution (capable to explain complex solution of the incident in a user-friendly manner). 
• Transfer of the incident to the next escalation-level, incl. involvement of DevOps Developer team OR interface providers (SAP Support) when required. 
• Creation of Backend and End-User Self-help Knowledge Articles for raised incidents to ensure better support on re-occurring incidents.
• Creating and running basic scripts to resolve Incidents.

Key Skills 
• Fluent English skills, both written and verbal 
• Excellent communication skills in multi-provider environment 
• Previous work experience in ServiceNow ITSM environment (3+ years)    
• Management soft skills to take lead on High priority incidents when it occurs   
• Strong Analytical skills for troubleshooting 
• Scripting experience is at an advantage 
• Good understanding of Incident & other ITSM Processes (such as Problem, Knowledge Management) 
• This position requires work during some weekends. Will be clarified during interview.

 Key Trainings and Certifications
• ServiceNow Fundamentals  
• ServiceNow Certified System Administrator (CSA)  
• ITIL Foundation V4 

We offer:
• Exciting work in international corporation.
• Contract of employment with benefit package (i.e. medical care, couple of extra vacation days every year, pension scheme)
• We provide necessary tools.
• Remote or hybrid work (then Warsaw office preferred) with occasional business trips.

If you are interested use the “Apply” button.

Our culture:

At Siemens Healthineers, we take into account different perspectives, are open to dialogue and challenge conventions. Change is an integral part of our work. We strive to be a leader of change in our industry, not just to respond to them. We invite you to take on new challenges with us, test your ideas and celebrate successes.

We highly value diversity, inclusion and equal opportunities, so we warmly invite everyone, regardless of their gender identity, to apply for this position. We also encourage people with disabilities to apply.

Do you want to know more? Contact us.

At you will find additional information about our areas of activities.

We care about data privacy and take it seriously in accordance with the GDPR and other regulations related to personal data protection. For this reason, please do not send us your CV or other application documents by e-mail. Instead, please create your profile on our Career Portal , which allows you to submit your documents, apply for open positions and to obtain information about our vacancies and career development at Siemens.