Assist and guide juniors of ServiceNow Support Operators.
Create and maintain technical documentation.
Be responsible for Operational stability, i.e. make sure that processes are adhered to and daily checks are carried out, including scheduled jobs monitoring and – if applicable – restarting and troubleshooting.
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Design and develop Service Level Agreements (SLAs) while ensuring that they do not negatively impact the platform performance and only apply to relevant tickets.
Manage and process both standard and non-standard requests, with a particular focus on the Requests For Information (RFIs) to support business needs
Deliver on-demand training sessions to Silva key users, fostering knowledge sharing and skill development
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