ESM Support Analyst (ServiceNow, Netcool)

Vertragsart:
Vor Ort
Start:
ASAP
Dauer:
3-6 months
Von:
ReThink Recruitment
Ort:
CH
Eingestellt:
30.11.2012
Land:
flag_no Schweiz
Projekt-ID:
455199

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ESM Support Analyst (ServiceNow, Netcool)/Zurich, Switzerland/3-6 Month Contract/800 to 900 CHF per day (Circa. €665 to €745) - ServiceNow, Netcool, NES, Osaflow, ITCM

A Global IT Services Company needs a two Support Analysts to join their ESM Production Services team to provide L2 support various tools. This includes Netcool as the component monitoring, ServiceNow as the IPM and SRM tool as well as various other tools which cover ITIL processes.

The Support Analyst will provide technical support for various applications and be able to analyse incoming issues and be willing to deliver highest quality to stakeholders. Beside the support role, configuration and data management for the tool is done within the team.

Main responsibilities

-L2 technical and business support for different ESM tools (ServiceNow, Netcool, NES, Osaflow, ITCM). This includes troubleshooting of incidents, as well as reporting of the issue to certain management levels.
-Managing interface to L3 support by addressing issues, as well as tracking them within the problem solving processes
-Participation in different projects, ie rolling out an monitoring Agent globally, this includes the configuration and deployment of the agent, reporting progress to the project team and participation in several project meetings
-Providing documentation and training to the support team in India and main stakeholders

Required skills and experience

-Has worked in a global environment and has supported various technical tools for over 5 years as at least as L2 support.
-Good knowledge of IT technologies, methods, working tools and solutions
-Very good technical and architectural understanding
-Has worked in an IT industry for at least 5 years
-ITIL foundation v3 certified
-Good UNIX skills
-Good SQL skills on DB
-Is able to communicate on various management levels
-Fluent English written and spoken(German an asset)
-Is willing to provide on-call support
-Very good team player in a global environment

Keywords:

ServiceNow, ESM, ITSM, Netcool, Support, ITCM, SQL, UNIX, Technical Support, 2nd line support, Support Analyst, IPM, SRM

If you are interested and would like to apply or discuss these positions in more detail, please send your CV or an email expressing your interest to Chris Mitchell at Rethink recruitment you'll be contacted immediately.

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