Position: Junior\Middle Support Analyst
Company: Zoolatech
Experience required: 2y
English level: upper

**Project Description**
Become one of the team members that will be starting the engagement with Pandora, the world-leading jewellery manufacturer. Pandora is embarking on an ambitious path to deliver on their Digital strategy to build an agile end-to-end supply chain delivery.

As a Support Analyst, you will be a part of the Application Management Support team that work towards digital transformation. You will support the team by taking care of the IT Service Management processes ensuring all incidents, changes and requests are documented, tracked and communicated.

**Responsibilities**
• Incident management process (initial assessment of the incident, triaging, trigger of next action to 3rd party/L3 support, follow up on resolution, RCA, tracking of SLAs, documentation, knowledge article update on ServiceNow). 
• Point of contact of Problem Management – RCA’s of Incidents.
• Point of contact of Change Management – advocate for applications request changes in ServiceNow, CAB Meetings and communicate Approvals/Questions.
• Central Notifications sent on Incident, Initial RCA & Change events.
• Monitoring of SLAs/OLAs – business and application specific monitoring & communications i.e. D&A jobs, AX Batch Jobs, Aptos Jobs, etc.
• Create Monthly reports by product team requests.
• Manage Pandora Assist User Forms (ServiceNow).
• Point of contact for Service Desk and infrastructure for incidents, customer feedbacks.
• Peak Readiness SPOC – prepare and facilitate readiness efforts.
• Feedback to Product teams about stability and user reported incidents (joining daily stand-up, and /or reporting, in a structured way basis PL). The coordination of pending Service Excellence matters – High priority Bug Fixes &/or Vulnerabilities.
• Enable &/or automate the Request Fulfilment process  i.e. user/vendor access, functionality enablement, etc.).

**Skills Required**

• Working knowledge of the ServiceNow Platform
• A fundamental understanding of ITSM, ITIL, and/or CMDB
• Experience in creating processes and facilitating communication between teams
• Experience providing support

**Personal Attributes**

• Excellent written, and verbal communication skills, including persuasion and documentation skills.
• Great administrational and organisational skills.
• Ability to plan and to prioritize.
• Ability to deliver results and meet SLAs (Service Level Agreements) in a fast-paced environment.
• Customer Support and customer focus.
• Strong personal commitment to quality and customer service.