ServiceNow Support Agent – Hybrid (Bratislava/Žilina/Košice)

About the role

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

Key responsibilities

• Perform first‑level analysis, categorisation and prioritisation of incidents submitted via the SHARP ticket tool.
• Resolve basic ServiceNow incidents using existing knowledge‑base articles and scripts, and create new incidents for other Healthineers services when required.
• Administer, configure and maintain ServiceNow modules (ITSM, CSM, Incident, Problem, Change, Asset, CMDB, Service Catalog).
• Develop and customise forms, workflows, business rules, client scripts and UI policies.
• Manage user roles, groups and access controls, ensuring security compliance.
• Integrate ServiceNow with external systems using REST/SOAP APIs and Integration Hub spokes.
• Produce reports, dashboards and performance analytics for continuous improvement.

Required profile

• Minimum 2 years experience as a ServiceNow Administrator working with ITSM and CSM modules.
• Fluent written and spoken English.
• Strong analytical and troubleshooting abilities.
• Willingness to participate in on‑call duties as needed.

Required skills

• ServiceNow platform administration (ITSM, CSM).
• Incident, Problem, Change, Asset, CMDB and Service Catalog management.
• Scripting (JavaScript) and creation of business rules, client scripts, UI policies.
• REST and SOAP API integration, Integration Hub spokes.
• Report and dashboard development in ServiceNow.
• Use of the SHARP ticketing tool.

What we offer

• Hybrid work model with flexible hours.
• Variable and Christmas bonus, plus bridge days and paid sick leave.
• Additional pension plan and cafeteria benefits.
• Well‑being program, family care subsidies and retention initiatives.
• Access to training, e‑learning, language courses and major IT conferences.