ServiceNow Sense Support Agent (m/f/d) - Hybrid - Bratislava/Žilina/Košice

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions.

This is a hybrid position with possible locations in Bratislava, Žilina, or Košice.

The Support agent´s activities play a central role in the managed services organization as it is mainly handling user-oriented activities (part of DevOps team). The Support Team tasks will be to perform 1st analysis of incidents from SENSE Callers. They are the single point of contact for end users to raise any query, incident and request to the provider. The Support team is reachable via the SHARP ticket tool.

Included Services are:

• 1st Analysis = Analyzing incidents whether they refer to provider service scope, categorizing of incidents, prioritizing of incidents, completing missing information; routing to responsible resolver group, establishing transparency to the DevOps Developer team
• Support & Admin Resolution based on solution sheets provided by DevOps Developer team
• Communication (including TEAMS calls) with end users / call openers in case of analysis or after resolution of incident (after both DevOps team resolution)
• Ticket monitoring, escalation and ticket reporting based on standard functionality of Siemens Healthineers Ticketing Tool.
• Creation of Knowledge articles for raised incidents to ensure better support on re-occurring incidents
• Identify & Create End-User Self-help Knowledge Articles to be published in the ITSM Portal

It is very likely that the Support team will not only handle incidents in the service scope of SENSE Application Management. In such cases, the Support team will create new Incidents for the respective and responsible service organization of Healthineers. Responsible Incidents will be referenced to the initial escalation.

Support Agents: They are the Incident owners and are the single point of contact for the SENSE callers. They resolve basic SHARP SENSE Incidents, based on existing Knowledge Base Articles (incl. running basic scripts).

Developers: They solve Azure DevOps items (PBIs & Bugs) and support the support team with incident resolution and train / teach them to write scripts on their own.

Main responsibilities:

• Administer, configure, and maintain the ServiceNow platform, ensuring optimal performance and uptime
• Manage SHARP incident requests, including monitoring, investigation, resolution tracking, and documentation of results following knowledge transfer activities.
• Carry out initial incident assessment and analysis to determine impact and urgency.
• Qualified and pre-validated incidents through effective communication with users to understand requirements and gather necessary information for resolution.
• Have deep expertise in maintenance of core ServiceNow modules (ITSM, CSM).

• Implement and manage modules such as Incident, Problem, Change, Asset, CMDB, and Service Catalog.

• Create and customize forms, fields, workflows, business rules, client scripts, and UI policies.
• Have disciplined approach to capturing, managing, and deploying configurations between instances.

• Manage user roles, groups, and access controls to maintain security and compliance.  Solid understanding of the ServiceNow security model and debugging security rules.

• Collaborate with stakeholders to gather requirements and translate them into ServiceNow solutions.

• Monitor system performance, troubleshoot issues, and apply patches or upgrades.
• Experience with REST/SOAP APIs, Integration Hub spokes, and managing data integrations between systems.

• Develop reports, dashboards, and performance analytics to provide actionable insights.

• Stay updated on new ServiceNow releases and recommend enhancements.

Key Skills

• Fluent English skills, both written and verbal
• Excellent communication skills in multi-provider environment
• Previous work experience as ServiceNow Administrator in ITSM and CSM modules environment (2+ years)
• Management soft skills to take lead on High priority incidents when it occurs
• Strong Analytical skills for troubleshooting
• Scripting experience is an advantage
• Good understanding of Incident & other ITSM Processes (such as Problem, Knowledge Management)
• On-call duties (based on agreement)

Prerequisite Certifications & Trainings that need to be completed by L1.5 Support prior to onboarding:

• ServiceNow Fundamentals
• ServiceNow Certified System Administrator (CSA) - preferred
• ITIL Foundation V4 – preferred

In line with applicable pay transparency requirements, the minimum gross monthly base salary for this position is 2300€

In addition, this role includes a variable compensation component, depending on individual and/or company performance.

The final offer will be determined based on qualifications, skills, and experience and may exceed the stated minimum.

What do we offer:

• Variable and Christmas bonus
• Hybrid type of work – combination of telework and work from office
• Flexible Working Hours
• Bridge days – free extra paid leave 6 days per year
• 3 sick days per year (no doctor’s permit needed)
• In case of sickness 100% salary reimbursement 20 days/ year, this includes max. 10 days/ year for of family care
• Additional pension plan
• 300 EUR for regeneration of work force via cafeteria system
• Wellbeing program – Psychological, Legal and Financial Councelling
• Family care program (subsidy for newborns, maternity leave, kindergardens, summer camps)
• Retention program (work anniversary, life anniversary, employee loans)
• Training and development program (business and product trainings, e-learning, language courses, soft skills trainings,…)
• Adjustable standing desk as a standard
• Participation on world famous IT conferences like Microsoft IGNITE for best employees

Who we are:
We are a team of more than 71,000 highly dedicated Healthineers in more than 70 countries. As a leader in medical technology, we constantly push the boundaries to create better outcomes and experiences for patients, no matter where they live or what health issues they are facing. Our portfolio is crucial for clinical decision-making and treatment pathways.

How we work:
When you join Siemens Healthineers, you become one in a global team of scientists, clinicians, developers, researchers, professionals, and skilled specialists, who believe in each individual’s potential to contribute with diverse ideas. We are from different backgrounds, cultures, religions, political and/or sexual orientations, and work together, to fight the world’s most threatening diseases and enable access to care, united by one purpose: to pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

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To all recruitment agencies:

Siemens Healthineers' recruitment is internally managed, with external support permitted only when a qualified supplier has established a formal contract with us. Unsolicited candidate submissions and referrals, absent a current supplier contract, do not establish consent and are ineligible for fees. We delete and destroy unsolicited information, thus, would recommend you refrain from any such practices. Your adherence to our policies is appreciated.