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. The role is 100% second-level support in a dynamic, 24/7 on-call environment, covering ServiceNow support, change coordination, releases and project work.

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, process 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, take part in weekend releases and join projects on operational aspects of existing or new applications
• Cleanse routine data, optimize and automate repetitive tasks, and keep the knowledge base up to date

Required profile

• Completed IT training (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
• Good written and spoken English; process-oriented, analytical, proactive and good communicator

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 documentation
• Unix shell scripting, Windows server knowledge, databases, AWA, Splunk and Dynatrace