Application Support Specialist - ServiceNow 2nd Level Support

About the role

Julius Baer is looking for an Application Support Specialist to keep its core banking systems running reliably through incident management and application support. You will work in a dynamic, 24/7 on-call environment, coordinating across teams, managing changes and driving automation.

Key responsibilities

• Provide end-user and platform support for ServiceNow, handling incidents and requests, troubleshooting access and workflow issues and meeting SLAs
• Maintain system stability by monitoring tickets, coordinating with technical teams and guiding users on ServiceNow processes
• Support core banking applications at 2nd level, processing incident tickets from monitoring systems and the local service desk within SLAs
• Coordinate between incident managers, application service owners, 3rd-level support and other IT and business stakeholders
• Take over periodic on-call duty (weekly 7x24)
• Administer change requests and take part in periodic weekend releases
• Work on operational projects for existing or newly integrated applications, clean routine data and automate repetitive tasks, handing them over to L1 (Control Center)
• Keep application operation documentation and the knowledge base up to date

Required profile

• Completed IT training, such as a degree in Computer Science or another IT-related certification
• At least 2 years of professional experience in application support
• ITIL Foundation certification
• Ideally banking experience with knowledge of financial products
• Process-oriented, analytical, proactive and highly motivated; good written and spoken English

Required skills

• ServiceNow platform support and administration, including Agent Workspace and ITSM/CSM processes (Incident, Problem, Change, Knowledge); System Administrator certification is an advantage
• Root-cause analysis, workflow configuration, automation, platform monitoring and knowledge article maintenance
• Unix shell scripting, Windows server knowledge, databases, AWA, Splunk and Dynatrace