ServiceNow Support Consultant

About the role

Devoteam, a technology consulting firm with 30 years of experience and a ServiceNow Elite Partner status, is looking for a proactive ServiceNow Support Consultant in Ostrava. The role ensures the smooth operation of clients' ServiceNow instances and is the main point of contact for resolving incidents, fulfilling service requests and guiding users.

Key responsibilities

• Serve as the first point of contact for users reporting issues or requesting support on ServiceNow applications (ITSM, ITOM, HRSD, CSM, GRC)
• Diagnose, troubleshoot and resolve complex ServiceNow incidents
• Process service requests such as user provisioning, access management, data modifications and minor configuration changes, respecting SLAs
• Guide users on how to use the platform and share best practices
• Carry out routine system health checks, monitoring and maintenance
• Work with development teams, project managers and other support staff
• Maintain detailed records of support activities in the ticketing system and report on common issues, performance trends and service metrics

Required profile

• At least 1 year of professional experience in IT, technical or application support, focused on ServiceNow or similar tools
• Excellent problem-solving and analytical skills, with a methodical approach to troubleshooting
• Strong written and spoken English, able to explain technical concepts to non-technical users; German is a plus
• Customer service orientation, independence, ability to handle several priorities and a proactive attitude
• Team player with good interpersonal skills

Required skills

• Basic knowledge of JavaScript, HTML, CSS and GlideScript
• ServiceNow (preferred: ServiceNow Certified System Administrator, and additional certifications such as CIS-ITSM, CIS-HRSD)

What we offer

• 5 weeks of vacation per year, 4 "My Days" and hybrid office
• Flexible working hours, Udemy for business account and meal allowance up to 32,000 CZK per year
• Cafeteria, unlimited EU calls and 20 GB of internet, employee referral program, sabbatical leave and repurchase of hardware
• Company mobile phone and laptop, coffee, snacks and breakfasts, team events and gifts for milestones
• Career growth framework, autonomy, learning from senior colleagues, conference attendance and AI training