Senior/lead Support Specialist

1 week ago

Johannesburg, South Africa eSoft Development and Technologies Full time

One of our clients wants to grow their team and we are looking for a lead/senior support specialist for a period of 6 months. You will work as part of the core delivery team serving the customers, helping them at all stages. Make an excellent user experience through communication. You will be able to take over the responsibility and deliver value to clients.

**Requirements**:

- L3 Support Engineer will be providing L1 support services to end users with regards to any inquiry \ ticket \ or problem on ServiceNow usage;
- You will be responsible for platform development if needed;
- You will control and manage the L1-L2 support team.;
- Provide customers an experience beyond their expectations of how the work can be simplified and improved with ServiceNow;
- Let the customers see the value in our products and services quickly by managing ServiceNow implementations and services;
- Build workflows and processes internally between clients;
- Generate great relationships with clients, and help them on all stations of dialogs.

**Skills**
- Accountable for the L1-L2 support for the entire ServiceNow Platform. Involve 3rd level if required;
- Good English language skills to enable customer communication (written and verbal) are a must-have;
- Solid knowledge of System Administration (including System Upgrade, System Clone, Restore from Backup), Customization (Update Sets, Table and Dictionary, System Properties, Form
- and List Layout), Scripting (including Business Rules, Script Includes, Client Scripts), Developing (Scoped Application), Security (ACL and Domain Separation), the Testing experience will be a great plus;
- Troubleshooting and Debugging, Flow Designer, Service Catalogs;
- Solid knowledge of ITIL: ITSM, Change Request, Problem management;
- ServiceNow Administrator certification;
- Ability to handle any customer interaction professionally and with a service-oriented attitude;
- Strong technical and analytical skills;
- Good root cause analysis skills, troubleshooting, technical and non-technical communication skills, both verbal and written experience in the L1-L2 support process or equivalent;
- Must have advanced organizational, project management, and client interfacing skills.

**WE OFFER TO YOU**
- The unique experience of working with Americas markets.
- Values-driven culture of smart people working together to build something great.
- Your opinion, vision, and input will be valued and make a difference.
- Very cohesive leadership team with common values.
- Fun to work.
- Enormous opportunities for professional and career growth.
- This exciting market segment with a lot of great opportunities.
- Flexibility and open-mindedness.
- Competitive salary.
- ROWE approach.
- Flexible work schedule.
- A completely remote type of job.
- Friendly environment and great teammates.

**Job Type**: Temporary
Contract length: 6 months

Ability to commute/relocate:

- Johannesburg, Gauteng: Reliably commute or planning to relocate before starting work (required)

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