Application Support Specialist + ServiceNow Support (2nd Level)

About the role

Julius Baer is looking for an Application Support Specialist who also provides ServiceNow support at second level, working 100% in Madrid. The role leads the technical change for one or more commercial-off-the-shelf applications and is responsible for their lifecycle management, ensuring the operation of core banking applications.

Key responsibilities

• Process incident tickets generated by monitoring systems and the local service desk within SLAs
• Coordinate and communicate with incident managers, application service owners, third-level support and other IT, Agile teams and business stakeholders
• Take over periodic on-call duty (weekly 7x24)
• Administer change requests and take part in periodic weekend releases
• Work on projects covering the operational aspects of existing or newly integrated applications
• Cleanse system data routinely, optimize processes 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 experience in banking with knowledge of financial products
• Process-oriented and analytical approach, good written and spoken English, proactive and eager to learn

Required skills

• ServiceNow platform support and administration, including Agent Workspace and ITSM/CSM processes (Incident, Problem, Change, Knowledge); ServiceNow System Administrator certification is an advantage
• Root-cause analysis, workflow configuration and automation, platform monitoring and troubleshooting
• Good Unix know-how; shell scripting is an advantage
• Server-level Windows OS knowledge; Java application server, database and AWA knowledge is an advantage