Support Analyst ( for Servicenow system)

Virtuace on behalf of our client - American insurance company is looking for a Support Analyst to join our team.

Full-time, working hours are from 3 pm till 11pm Kiev time.

Client is a global specialty provider of property and casualty insurance and reinsurance that has more than $110 billion USD in total assets along with $17 billion USD in net assets.

Requirements:

-2 years Help Desk/Service Desk analyst experience, or 1 year of junior Business analyst experience; 

-Upper-intermediate level of English;

-Good SQL knowledge;

-Ability to work from 3 pm till 11pm Kiev time ( first month working schedule will be from 10AM Kiev time till 7PM Kiev time); 

-Ability to read and understand technical manuals, procedural documentation, and create standard operating procedures;

-Work independently to analyze escalated issues, identify obstacles, obtain key pieces of information, and apply knowledge gained to rectify situations and gain mutual resolution

-Excellent written, verbal, listening, analytical, and communication skills required. Must be able to easily grasp and communicate complex ideas;

-Excellent organizational skills to adapt to sudden change. Ability to change direction at any given time;

-Ability to understand the interdependencies between applications and systems

-Experienced in Business support with strong problem diagnosis skills (Thinks outside the box);

-Effectively use knowledge gained through prior experience and training to resolve issues. Ability to document knowledge and share solutions with other SME and IRT Teammates is required;

-Displays use of excellent interpersonal skills. Demonstrated ability to interact with professionals both on a Technical and Non-Technical level;

-Proven ability to learn new technologies while maintaining high levels of performance in an ambiguous, high pressure environment.

We offer:

- Ability to collaborate with other team members in a global team environment;

- Possibility of remote work or opportunity to work in a cool office in historical part of Kiev on Desyatinnaya street;

- Competitive salary;

- Collaborative friendly team environment;

- Free treats: tea, coffee, cookies, English classes, corporate parties, competitions.

Responsibilities:

- Support of application ServiceNow;

-Troubleshooting/responses to user requests/incidents received and providing first level support for users of certain set of applications;

-Regularly review assigned incidents and/or requests, checking for actions already taken, accuracy of ticket categorization and service delivery urgency. Take ownership of tickets based on assigned SME application and priority assignment time in queue;

-Review incidents and/or requests from the customer perspective and decide whether they should be assigned to the development team or may be resolved at analyst level;

-Control the service levels for requests resolution and escalate unresolved issues;

-Multi-task between multiple critical or high severity issues.