ServiceNow Administrator

Siemens Healthineers seeks a ServiceNow Administrator to manage ITSM incidents, troubleshoot issues, and maintain knowledge articles within a 24/7 operational model.

This position focuses on the management of incidents and support activities within the ServiceNow ITSM environment for Siemens Healthineers. The administrator acts as a key point of contact for resolving technical issues, ensuring service continuity, and facilitating knowledge sharing across the organization.

Responsibilities

• Monitor and process SHARP incident tickets, documenting outcomes following knowledge transfer sessions.
• Conduct initial analysis of incoming incidents to qualify and pre-clarify user requirements.
• Evaluate incidents to determine if they align with the provider service scope.
• Categorize, prioritize, and gather missing details for incident records.
• Route tickets to the appropriate resolver group and maintain transparency with the DevOps Developer team.
• Resolve support and administrative incidents using solution sheets provided by the DevOps team.
• Communicate complex resolutions to users in an accessible and clear manner.
• Generate new incidents for external service organizations when issues exceed the SENSE Application Management scope, referencing initial escalation paths.
• Interact with end-users and call openers via written messages and TEAMS calls during analysis and post-resolution.
• Coordinate effectively within a multi-provider operational environment.
• Lead high-priority incidents when necessary.
• Monitor ticket queues, manage escalations, and generate reports using the standard Siemens Healthineers ticketing tool.
• Develop Knowledge Articles for recurring issues to enhance support efficiency.
• Identify and create End-User Self-help Knowledge Articles for publication in the ITSM Portal.
• Participate in a 24/7 shift rotation model, including weekend work.
• Be available for on-call duties and overtime outside regular business hours.

Requirements

• Fluent English communication skills, both written and verbal.
• Excellent communication skills in a multi-provider environment.
• Strong analytical and troubleshooting skills.
• Good understanding of ITSM processes, including: Incident Management, Problem Management, Knowledge Management.
• Ability to explain complex solutions in a user-friendly manner.
• Leadership and management soft skills to handle high-priority incidents.
• Minimum 3+ years of experience working in a ServiceNow ITSM environment.

Nice to have

• Scripting experience.