Application Support Specialist + ServiceNow Support - 2nd Level Support 100% (f-m/d)

Tasks

• Responsible for service management of our core banking applications (2nd-level service desk within IT Operations—ServiceNow, Cloud & Workplace—Service/Desktop & Applications Service Team)
• Serves as a central hub and first point of contact for L1 (Control Center)
• Ensuring the resolution, escalation, and management of complex issues in our corporate banking applications, including ServiceNow, Cloud Workspace, and ITSM/Service Desk tools
• Coordination of delivery activities for planned implementations or change requests for related applications
• Proactive monitoring of application protocols and processes to identify and resolve issues before they impact operations
• Developing process improvements, such as optimizing incident resolution and enhancing automation or documentation practices to reduce manual work
• Creating and maintaining clear documentation (e.g., operational SOPs, runbooks, troubleshooting guides, and knowledge articles)
• Contribute to internal knowledge-sharing and system improvement initiatives (e.g., feedback loops, automation ideas)

Requirements

• Expertise in supporting and managing the ServiceNow platform, including Agent Workspace and CSM processes such as incident, problem, change, and knowledge management. (ServiceNow System Administrator certification is a plus)
• Experience with ServiceNow root cause analysis, workflow configuration and action monitoring, troubleshooting, as well as maintaining operational documentation and supporting teams in performing routine tasks
• Completed IT training (degree in computer science or other IT-related certification)
• At least 2 years of professional experience in application support
• Strong knowledge of Unix (shell scripting is a plus)
• Knowledge of the Windows operating system at the server level
• Knowledge of databases, AWS, Splunk, and Dynatrace