ServiceNow support Engineer (L2 & L3)
Employer · SIRO
Help desk technician
System administrator
Systems analystFull-timeBudapest
SIRO is looking for a ServiceNow support Engineer to provide day-to-day ServiceNow ITSM support, handle Incidents and Service Requests, and ensure SLA adherence.
Tasks
- Provide day-to-day ServiceNow ITSM support for users.
- Handle and coordinate Incidents, Service Requests and Interactions, ensuring SLA adherence.
- L2 & L3 Support for Incident, Service Catalog, Interaction, CMDB, Knowledge Management and Employee Portal related activities.
- Perform ticket analysis, assignment/routing, troubleshooting and follow-up with resolver groups.
- Monitor SLA/KPI performance, ticket backlog and escalations, and support operational reporting.
- Maintain process documentation, knowledge articles and support continuous service improvement.
- Coordinate with business users, Service Desk and technical teams for effective issue resolution.
Requirements
- Good hands-on knowledge of ServiceNow ITSM and ITIL processes.
- Strong understanding of Incident, Request, Knowledge and Service Catalog processes.
- Good analytical, troubleshooting and stakeholder communication skills.
- ServiceNow Certified System Administrator (CSA) for ITSM certification preferred.