ESM Support Analyst - (Servicenow, Netcool, ITIL)

ESM Support Analyst -(ServiceNow, Netcool, ITIL)

Global IT Client requires a ESM Support Analyst -(ServiceNow, Netcool, ITIL) to provide 2nd line Support for various ESM tools including; Netcool as the Component Monitoring, ServiceNow as the IPM/SRM tool, Various other tools covering ITIL processes.

The ESM Support Analyst -(ServiceNow, Netcool, ITIL) must have experience in the following;
-Several years experience working in a Global environment in 2nd line support
-Strong experience with ESM tools, must have experience with ServiceNow and Netcool
-Strong ITIL experience including ITIL foundation V3 certification
-Good UNIX and SQL skills
-Strong knowledge of IT technologies, methods, working tools and solutions
-Good technical and architectural understanding

German speaking is beneficial

You must be willing to provide on call support.

The ESM Support Analyst -(ServiceNow, Netcool, ITIL) will be responsible for the following;
-2nd line technical and business support for ESM tools including troubleshooting of incidents, as well as reporting of the issues to management.
-Managing communication with the 3rd line support by addressing issues and tracking them
-Rolling out monitoring agents globally, including configuration and deployment of the agenct reporting progress to the project team and participation in several project meetings
-Providing documentation and training to the offshore support team

ESM Support Analyst -(ServiceNow, Netcool, ITIL)

E-Synergy Solutions Limited is acting as an Employment Business in relation to this vacancy.