IT Service Analyst - (ESM Tools, Service Now, ITIL)

POSITION: IT SERVICE ANALYST - (ESM TOOLS, SERVICE NOW)

LOCATION: ZURICH, SWITZERLAND

JOB TYPE: CONTRACT

THE JOB DESCRIPTION IS AS FOLLOWS:

- The ESM Production Services provides L1/L2 support for various tools.
- Netcool as the component monitoring, Service Now as the IPM & SRM tool and various other tools which are covering ITIL processes
- L1/L2 technical and business support for different ESM tools (Service Now, Netcool, NES, Osaflow, ITCM).
- This includes troubleshooting of incidents, as well as reporting of the issue to certain Mgmt levels.
- Managing interface to our L3 support by addressing issues, as well as tracking them within the problem solving processes
- Participation in different projects, ie rolling out an monitoring Agent globally, this includes the configuration and deployment of the agent, reporting progress to the project team and participation in several project meetings
- Good knowledge of IT -technologies, - methods, -working tools & -solutions
- Very good technical and architectural understanding
- Has worked in an IT industry for at least 5 years
- ITIL foundation v3 certified is an added advantage
- Good Unix skills
- Good SQL skills on DB
- German language is an added advantage