Syntax is a leading Managed Cloud Provider for Mission Critical Enterprise Applications and has been providing comprehensive technology solutions to businesses of all sizes since 1972. Syntax has undisputed strength to implement and manage ERP deployments (Oracle, SAP) in a secure and resilient private, public or hybrid cloud. With strong technical and functional consulting services, and world-class monitoring and automation, Syntax serves some of North America’s largest corporations across a diverse range of industries. Syntax has offices worldwide, and partners with Oracle, SAP, AWS, Microsoft, IBM and other global technology leaders.
3+ experience of implementing various ServiceNow products
· ServiceNow System Administrator is a must
· Experience with scripting in ServiceNow (Business Rules, UI Pages, UI Macros, etc.) · Knowledge on service now related technologies, especially java script. · Knowledge on one of the following programming languages like XML, HTML, CSS, SQL and Angular JS. · Experience in platform upgrades. · Experience in installation and configuration of MID-Servers for various needs ITOM, Security, Integrations · Must have experience creating ServiceNow update sets, promoting and testing through multiple instances and into production. · Excellent verbal, written, and interpersonal communication skills using English language · Strong organization and prioritization skills · Ability to resolve problems with minimal management assistance, escalating when appropriate. · Strong collaboration skills with remote stakeholders and teammates to support global business needs and ensuring enterprise alignment. PREFERRED QUALIFICATIONS INCLUDE: · Hands-on experience on one of the following OS: Unix, Linux. · Knowledge of Service Portal, widgets, Catalog Settings, Catalog items and Cart · Integrations with LDAP and other applications external to ServiceNow (ServiceNow (Table API, Scripted REST and Webservice Import Sets) · Experience and certification in Event Management; Discovery; Project Portfolio
Job Description
ROLE AND RESPONSIBILITIES
· Provides daily direction and communication to employees so that customer service calls are answered in a
timely, efficient and knowledgeable manner and meet all monthly customer Service Level Agreements
· Maintains daily communication with team and hits productivity standards
· Responsible for suggesting methods to improve area operations, efficiency and service to both internal
and external customers.
· Provides statistical and performance feedback and coaching on a regular basis to each team member
· Establishes work procedures and processes that support the company and departmental standards,
procedures and strategic directives
· Receive incoming customer calls, emails, and trouble tickets for both Incidents and Service Requests
· Responds to High and Critical priority tickets/projects according to standard operating procedures
· Serve as Customer-facing and Second/Third tier responder for all Incidents and Service Requests
· Monitor and troubleshoot all ServiceNow instances and related infrastructure. Evaluate and escalate issues
as needed
· Communicate (both verbally and in writing) with customers in a formal and professional manner
· Create and manage the lifecycle of Incidents and Service requests in the company’s trouble ticketing
system
· Create and Utilize formal Work Instruction (WI) documents and other documented knowledge to resolve
customer issues, transfer knowledge to L1 technicians.
· Ensure escalations are handled in a professional, consistent, and relentless manner.
· Proven track record in agile way of working both Scrum or Kanban
· The ideal candidate will perform day to day support and maintenance, work with the functional team to develop solutions in ServiceNow ITSM/ITOM/ITBM/HR.
· Responsible for developing training plans for end users and customizing the platform to meet evolving organizational needs.
This role will be responsible for the general support, administration, and maintenance of the ServiceNow platform and associated applications.
· Responsibilities also include monitoring the health, usage, and compliance of ServiceNow as well as develop system integrations and process automation.
The candidate will have to create and configure business rules, UI policies, UI actions, client scripts, ACLs, notifications, UI pages, UI macros, script includes, formatters, etc.
· Proactively learn new concepts and technologies in the event analysis of situations requires an in-depth knowledge of organizational objectives ·
Troubleshoot and resolve issues related to software applications, systems integration and related platforms.
QUALIFICATIONS · A college degree with a B.S. in a computer-related field is preferred, B.A. (with applicable experience) may be acceptable
Why Syntax?
Become a part of our success story and work in a company with exciting innovation projects that are causing a stir across the industry. We recently launched one of the world's most advanced manufacturing facilities based on SAP S/4HANA Cloud and SAP Digital Manufacturing Cloud for Execution - for Smart Press Shop, a pioneering joint venture between Porsche and forming specialist Schuler.
- Competitive, above-average compensation
- Global tourist: With us, you can also work from abroad from time to time
- Flexible working time models, home office
- Attractive benefits, e.g. company pension scheme or various health offers
- A modern environment in which the "you" is part of it
- Open feedback culture, flat hierarchies and a motivated team
- Individual career planning with continuous training and coaching on the job
You see a personal challenge in this responsible task? Apply now - and become part of the SYNTAX team!
