ServiceNow Support Analyst

As the premier supplier to our international banking client in Basel, Swisslinx are looking for an experienced ServiceNow Support Analyst with 3+ years experience and broad knowledge of ServiceNow modules.

This is an initial contract running for 12 months with option to extend on a long term basis based on the project road maps, starting by end of the year.
This ServiceNow Support Analyst will join a small and diverse ServiceNow platform team of 7 Business Analysts, Developers and QAs and work in a fast-paced, agile, and collaborative environment where their contribution will have an impact on the organization.

The ServiceNow Support Analyst will be responsible for providing technical support and guidance to ensure the smooth operation of our ServiceNow platform. The role involves troubleshooting, resolving issues, and working closely with various stakeholders to optimize the use of ServiceNow for business operations.

Team is diverse and works in an Agile way offering end-to-end process with ServiceNow. This role is an excellent opportunity for someone passioned with ServiceNow to work within a new development platform.

Responsibilities will include:

• Serve as primary point of contact for production support of the ServiceNow platform
• Troubleshoot, diagnose, evaluate and resolve issues and, when appropriate, escalate them to relevant teams
• Perform and document root cause analysis ensuring lessons learned as shared with appropriate stakeholders
• Develop (and automate if possible) checks for typical problems and proactively recommend procedures, controls and improvements for problem prevention
• Implement simple functionalities to resolve issues and/or meet new business requirements
• Maintain and support the existing processes
• Participate in ServiceNow major upgrades
• Produce technical documentation
You will possess as many of the following skills as possible:
• Minimum 3 years’ experience as IT support analyst (technical support and troubleshooting, system maintenance and monitoring, user training and guidance).
• Minimum 2 years’ experience with ServiceNow (Excellent technical knowledge of the ServiceNow platform
• Mandatory experience with the ITSM module - such as Incident Management, Problem Management, Change Management, and Service Catalog.
• Experience with system documentation - ability to create and maintain comprehensive documentation for configurations, processes, and support procedures)
• Strong troubleshooting and investigation skills, being able to correlate issues, systems, and external factors when required.
• Fluency in English
Nice to have:
• Bachelor’s degree in IT or related field
• Experience with ServiceNow development activities, willing to perform small changes to the platform
• Certification as ServiceNow certified system administrator is an advantage
• Experience with ServiceNow scripting (JavaScript, GlideScript) and familiarity with creating and customizing workflows, business rules, UI policies, and client scripts.
Please note interviews would be conducted via video call, however the role is based 100% in Switzerland. Our client offers:

• The opportunity to work in a diverse and international environment on a long-term basis
• 50% working from home
• 20 days working remotely from abroad per year
• Modern office in central Basel (50 minutes direct train from Zurich) with subsidised canteen

Are you interested to work in an international environment in one of the most important financial companies worldwide? Then apply now! We look forward to receiving your full application before the deadline on Wednesday 25 September.