ABOUT YOU: You have a broad range of other IT technical support and administration skills and can administer SharePoint and other internal SaaS solutions. You have knowledge of IT Service Management and applications and are willing to develop further knowledge of the ServiceNow platform. Furthermore, you have excellent problem-solving skills and can solve issues on own initiative. WHO WE ARE: We’re Wrangu, a diverse and fast-growing technology and services business in the data privacy, risk, compliance and security space. Founded in 2016, our client base is made up predominantly of Global 2000 companies. Our team, also known as the #WranguDreamTeam, are made up of 21 nationalities and 21 languages and are located across our headquarters in Amsterdam and additional office in London. Our core values are Quality, Leadership, Innovation & Professionalism, we like to refer to them as QLIP. We’re growing consistently and now looking to bring in a Support Analyst to add value to our Wrangu family. WHAT YOU WILL DO: As our Wrangu Support Analyst, you will be the point of contact for customer technical support related to our enterprise Privacy Hub application as well as other ServiceNow applications. In some cases, you will provide Tier-2 support for application issues, working with our product and consulting teams to determine root-cause and affect resolution in a timely manner, keeping business partners informed and setting expectations. You have foundational knowledge of the ServiceNow platform and applications and IT Service Management, a detailed understanding of problem-solving techniques as well as a proven record debugging and solving technical issues on the ServiceNow platform. From day to day, you'll:
Be the first point of contact for customer support requests and respond to customer support requests in a timely and professional manner
Use technical skills such as debugging to resolve customer support requests within defined Service-Level Agreements
Able to provide initial triage, categorisation and prioritisation of customer support calls
Address technical how-to questions from customers related to our Privacy Hub application and/or the ServiceNow Platform in general
Provide clear communication on the status of ticket resolution to customers
Attend specific client-based meetings related to support issues
Provide support and administrative tasks for internal systems such as SharePoint
Meet team SLAs for support ticket response and resolution time
Be a key contributor to the service desk knowledge base
Support automation and continuous service improvement efforts.
Perform routine operational support, maintenance and system administration as defined in de part of mental operating procedures.
Demonstrate ability to diagnose and resolve technical and business issues and to recommend areas for process improvement or innovation
Participates in the development, validation, and execution of comprehensive test plans
Participate in design, development, and implementations, including setup, workflow administration, reporting, data imports/exports
Participate in all aspects of an agile team; daily stand-ups, sprint planning, release planning and backlog refinement to name a few
Apply innovative technology to business processes to develop new solutions and troubleshoot issues
Support product initiatives and other internal events such as hackathons or webinars
Be a key member of the knowledge management process
Collaborate to prototype new solutions together with team members, SME's, and leadership
Perform ServiceNow Platform administration, problem resolution, debugging to solve customer problems
Provide day-to-day operational administrative support for internal tools/systems
Ideally qualified within Computer Science/Information Technology/Business Studies and hold a ServiceNow certification such as Certified Administrator or Implementation specialist.
Excellent problem-solving skills, able to dig deep on own initiative to solve issues.
Exposure to providing 1st or 2nd line support to customers in a business environment, preferably with 1-3 years of experience with ServiceNow.
Excellent verbal, written communication, and presentations skills.
Broad knowledge of DevOps and Agile.
Broad technology skills coupled with client interfacing skills.
Understanding of common business analysis techniques and approaches.
Demonstrated ability to organise workload, multitask, think analytically, solve technical problems, and establish relationships.
Focused self-starter, self-motivated, self-directed and driven to deliver.
Interested in Integrated Risk Management, Cybersecurity, GDPR.
Fluent in English. Additional European languages would be an advantage
WHAT WE OFFER:
A competitive financial package
Day off for your Birthday and flexible annual leave options
An international, entrepreneurial, agile and low-bureaucracy working environment
Focus on achievements, productivity, effective collaboration, wellbeing and the need for a healthy work-life balance
Opportunity to learn from the best in the industry and work on the #1 cloud platform, ServiceNow
If you’re looking for an entrepreneurial role in a rapidly growing and global software company, apply now. As an equal opportunity employer, we celebrate diversity and are committed to creating an inclusive environment for our Wrangu family. We will perform criminal background, financial background and employment background check.