Requirements:

• University Degree or equivalent 
• 3-5 Years experience in Application Support or Management (especially Ticket Management)
• ITIL Introduction & Basics
• ServiceNow Fundamentals
• ServiceNow Scripting
• GxP & GTrace tool
• Fluency in English

Project description:

Our customer, Manage Now, is a German company specializing in comprehensive IT solutions, supporting enterprises in their digital transformation. With extensive experience, they offer high-quality services that include IT infrastructure management, business applications, and modern workplace (Digital Workplace) solutions. The company focuses on long-term relationships, tailoring services to meet clients’ specific needs, ensuring stability, security, and innovation.

They operate throughout Germany, with its primary goal being to help clients achieve long-term success in a dynamic technological landscape. The company serves a wide range of clients, including large enterprises and organizations with complex IT needs and provides modern IT infrastructures and scalable cloud solutions, such as SAP and AI, customized to clients’ requirements.

The Service Team provides full Application Management towards supporting the Internal Corporate HR and IT Workgroups, including the following services: implementation, integration and quality assurance of features and functions, including the ServiceNow platform support in terms of the investigation and resolution of application related incidents and problems. The service provided contains a fully managed operation using ITIL standards and processes and English as a language. The support is provided via ITSM tool.

Main responsibilities:

• The Business Application Support Junior Developer will be working to resolve the incoming tickets. They will be working on the PACs, RFCs and Incidents relating to ServiceNow Jarvis platform.
• Manage Incidents related to availability of ServiceNow including the cross logging and management of issues into ServiceNow’s ITSM tool (known as HI), tickets raised with the vendor.
• Work with ServiceNow to ensure the ServiceNow Application is available to the end customer and its customers according to the ServiceNow contractual availability Service Level objective. 
• Manage incidents related to functionality of the ServiceNow platform including the cross logging and management of issues into ServiceNow’s ITSM tool, tickets raised with the vendor.
• Manage Incidents related to functionality of the ServiceNow Jarvis customizations and configurations made on top of the ServiceNow platform.
• Ongoing administration of ServiceNow Jarvis to add, move & change according to pre-approved change requests (PACs).
• Implementation and editing of Service Catalogue items when end users are not able to do so.
• Contribution to the Knowledge Base.
• Request for Change implementation and deployment (other than PACs).
• Support other roles with their tasks.