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Principal Application Support Specialist (Customer Service Module of ServiceNow)

About the role:Would you like to be part of DHL IT Services? Our Solution Support team is looking for a new team member.You will deliver application support and deployment services for part of a given business area to DHL countries/ functions, in order to ensure the maximum availability of these services to the business and the smooth deployment of new or improved services with minimal disruption to business continuity.
As a Principal Application Support Specialist you will provide on-site, on-call support activities for Customer Service Module of ServiceNow Application and ensure that all agreed targets, SLA's and Metrics are met.
What you will do:•Provide Consultation, guidance and technical Expertise with respect to leading edge technologies for Customer Service Module of Servicenow•Drive solutions of technically complex migrations & integration opportunities and transition programs•Provide architectural input on design, development, implementation and strategy for Customer Service Module of Servicenow•Delivers application support within Service Level Agreements to Customer Service Module of ServiceNow business user according to ITS processes with the main focus on Incident and Problem Management•Demonstrate ownership of assigned events and incidents through to restoration and collaborate with other support teams within the organization and external supplier•Prioritize requests in accordance with agreed criteria and the needs of the organization in accordance with Service Level Agreements•Plan, execute and support implementations so the applications themselves are deployed with minimal disruption to the production environment•Investigate problems and other requests for support and determines appropriate actions•Coordinate activities and communicate with impacted stakeholders as per incident management process•Maintain and gain current knowledge of supported applications•Support delivery of build projects through its lifecycle UAT, TAT, RTP and post implementation support•Seek to continuously improve efficiency within supported application
Essential skills:•Advanced level of communication skills in English both written and spoken•Positive attitude, commitment to teamwork and sensitivity to cultural differences•Strong analytical thinking with strong drive to solve problems / problem-solving skills•Ability to prioritize and multi-task in a fast paced, changing environment to achieve goals and deadlines•Knowledge of Windows/Linux based systems•Knowledge of Database system and SQL•Experience with supporting applications•Strong customer focus
Must have technical experience:•Functional knowledge of CSM module of ServiceNow.•Understanding in ServiceNow development, implementation & integration with hands-on knowledge in javascript, UI policies, UI action, work flow, business rule, client script, Script Includes, Business Rules and ACL.•Hands on experience with ServiceNow CSM, ITSM, and Service Portal•1-2 years of hands-on experience with ServiceNow in Support role (Incident, Problem and Change management)
Nice to have technical experience:•Solid knowledge of CSM module•Past experience with instance upgrade and patching.•Experience with SOAP, RESTful API, scripting with ServiceNow•Have worked on multiple integrations of ServiceNow-Monitoring Tools•Experience in Agent workspace and Virtual agent•Able to identify system deficiencies and recommends solutions continual service improvements•Functional understanding of OpenFrame / CTI technology•Functional understanding of NOW Experience UI Framework•Functional understanding of JMS integrations•Functional understanding of internationalization (i18n)•Basic understanding of ServiceNow Machine Learning and Predictive Intelligence capabilities•Basic understanding of MID Server•Certification:- 1.CSA2.CAD or CIS-CSM (optional)
What we offer:•Great team of IT professionals and the possibility of technical development•An extra week of holiday (25 days/year)•6 Self-sickness days/year•Home office possibilities•Permanent contract•Company car or car allowance•Full salary compensation for up to 10 days absence due to illness per the calendar year•Lunch and FlexiPass vouchers fully covered by DHL•On-going professional and technical training and certifications•A multicultural environment in modern offices•Pension plan contribution•Multisport card•Employee Referral Program•Company sponsorship of various sports and social clubs•Smart casual dress code
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