ServiceNow Sense Support Agent (Hybrid)

About the role

We are looking for a ServiceNow Sense Support Agent to join our hybrid team in Slovakia. You will be the single point of contact for end‑users, handling incidents and requests related to the SENSE application within a healthcare environment.

Key responsibilities

• Perform first‑line analysis of incidents, categorize, prioritize and route them to the appropriate resolver group.
• Communicate with end‑users via Teams calls and tickets to gather information and provide updates.
• Monitor, escalate and report tickets using the SHARP ticketing tool.
• Create and maintain knowledge‑base articles for recurring incidents and self‑help resources.
• Administer, configure and maintain the ServiceNow platform to ensure optimal performance and uptime.
• Manage SHARP incident requests, track resolution progress and document outcomes.
• Collaborate with Azure DevOps developers for advanced incident resolution and script training.

Required profile

• Proven experience with ServiceNow incident management and ITSM processes.
• Ability to perform detailed incident analysis and communicate effectively with users.
• Familiarity with ticketing tools and knowledge‑base creation.
• Willingness to work in a hybrid setting across Bratislava, Žilina or Košice.

Required skills

• ServiceNow
• Azure DevOps
• ITSM modules

What we offer

• Hybrid work model with flexibility to work onsite or remotely.
• Opportunities for professional growth in a global healthcare technology environment.
• Access to resources and training to develop technical expertise.