IT Application Support Specialist – Second-Level Support

Job description

We are looking for an experienced Application Support Specialist to ensure the reliable operation of our core banking systems through effective incident management and application support. In this role, you will play a critical role in maintaining system stability, coordinating across teams, managing changes, and driving automation in a dynamic, 24/7 on-call environment.

Tasks

• Provide users with guides on service processes and best practices
• Ensuring the operation of core banking applications with regard to application management (Level 2 support)
• Processing incident tickets generated by monitoring systems and the local service desk within SLAs
• Coordinating and facilitating communication between incident managers, application service owners, second-level support, and other IT and business stakeholders
• Provision of 24/7 on-call service
• Management of change requests for application-specific process handling
• Participation in periodic weekend releases
• Involvement in projects related to operational aspects of existing or newly integrated applications
• Routine data cleansing of the systems
• Process optimization and automation of recurring tasks, including handover to L1 (Control Center)
• Updating the application operating documentation (knowledge base)

Requirements

• ServiceNow Specialist/Administrator Support Skills
• Completed IT education (degree in computer science or other IT-related certification)
• At least 2 years of professional experience in application support
• An enthusiastic team player with strong communication skills
• Highly motivated and proactive, with a desire to learn and implement new concepts
• Strong written and spoken English skills; German is a plus