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описание
The project provides managed maintenance and application support for a large portfolio of mobile and web applications, including software enhancements, technical support, continuous updates, CI/CD-based lifecycle management, and documentation. It supports an established automotive business that provides vehicle distribution, sales, and after-sales services through a broad network of business partners.
задачи
Receive incidents and service requests in ServiceNow within the acceptance SLA: Critical — 1h, High — 2h, Middle — 4h, Low — next business day
Classify tickets as Incidents, Service Requests, or Change Requests and prioritize them using the Impact × Urgency matrix
Resolve standard requests without server or code access, including role and profile checks, password resets, documented workarounds, application usage guidance, and data or information requests
Handle Service Requests of up to 8 hours directly, process 8–24-hour requests upon approval, and route larger requests as Change Requests
Escalate tickets to L3 with complete information and stay in contact with users until resolution
Participate in Major Incident handling by linking related tickets and keeping users informed
Record solutions and create Knowledge Base articles in ServiceNow
Maintain full traceability in ServiceNow and support daily backlog control
требования
2+ Years of L1/L2 application or IT service desk support for business users
Hands-on experience with ServiceNow or another ITSM tool such as Jira Service Management
Understanding of web applications, user roles and permissions, and basic troubleshooting
Willingness to work under strict SLAs and backlog thresholds
English at Upper-Intermediate level or above
Italian at Advanced level or above
Будет плюсом: ITIL Foundation certification
условия
Professional, financial, and career growth opportunities
Mentoring and adaptation systems for each new employee
Opportunity to earn up to an additional 1,000 EUR per month, depending on expertise, included in the annual bonus, by participating in company activities
Access to the corporate training portal and its regularly updated knowledge base
Corporate events and perks, including parties, pizza days, PlayStation, fruit, coffee, snacks, and movies
Certification compensation, including AWS and PMP
Referral program
Private health insurance and sports compensation, depending on the type of employment
Work locations: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Hungary, Italy, Latvia, Lithuania, Luxembourg, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, and the Netherlands
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