Application Support Specialist - ServiceNow Support, 2nd Level Support

At Julius Baer, we celebrate and value the individual qualities you bring, enabling you to be impactful, to be entrepreneurial, to be empowered, and to create value beyond wealth. Let’s shape the future of wealth management together.

Responsible for leading the technical change for one or multiple (commercial of the shelf) applications and accountable for the respective lifecycle management.

YOUR CHALLENGE

• Ensuring the operation of core banking applications in respect to application management (2nd level support)

• Processing of incident tickets generated by monitoring systems and the local service desk within SLAs

• Performing coordination / communication tasks between incident managers, applications service owners, 3rd-level support and other IT / Agile Teams / Business stakeholders

• Takeover of periodical on-call duty (weekly 7x24)

• Administration of change requests, for application related process fulfillment

• Participation in periodic releases on weekends

• Engage in projects relating to operational aspects for existing or newly integrated applications

• Routine data cleansing of the systems

• Process optimization and automation of repetitive tasks including handover to L1 (Control Center)

• Keep application operation documentation (knowledge database) up to date

YOUR PROFILE

• ServiceNow platform support and administration expertise, including Agent Workspace and ITSM/CSM processes such as Incident, Problem, Change and Knowledge Management (ServiceNow System Administrator certification is an advantage)

• Experience with ServiceNow root-cause analysis, workflow configuration and automation, platform monitoring, troubleshooting, and maintaining operational documentation and knowledge articles.

• Completed IT training (Degree in Computer Science or other IT related certification)

• At least 2 years of professional experience in application support

• Good Unix know-how (shell scripting is an advantage)

• Knowledge of Windows OS at server level

• Knowledge of Java application server / database / AWA is an advantage

• ITIL Foundation certification

• Ideally, experience in banking with a knowledge of financial products

• Process-oriented and analytical approach

• Enthusiastic team player with strong communication skills

• Highly motivated, and proactive, with an eagerness to learn and take on new concepts

• Good written and spoken English

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