Application Support Specialist + ServiceNow Support 100% (f-m/d)

Julius Baer; Madrid; On-site; EUR 42,000 - 60,000; Full time

Job summary

Julius Baer is seeking an Application Support Specialist in Madrid to ensure reliable operation of core banking systems. You will manage ServiceNow incidents, guide users, and coordinate with cross-functional teams in a dynamic on-call environment.

The role emphasizes stability, automation, and knowledge sharing. The ideal candidate has ServiceNow administration experience, ITIL Foundation, and at least two years in application support, with a proactive mindset and strong communication in

Qualifications

• ServiceNow administration and best practices.
• 2+ years of application support experience.

Responsibilities

• Provide end-user and platform support for ServiceNow including incident handling and SLA adherence.
• Maintain system stability by monitoring tickets and coordinating with technical teams.
• Coordinate across incident managers, service owners and 3rd-level support.
• Take weekly on-call duty (24/7).
• Participate in periodic releases and project initiatives.

Skills

ServiceNow admin

Incident management

Workflow automation

Platform monitoring

Knowledge base maintenance

ITIL Foundation

English communication

Finance domain knowledge

Unix scripting

Education

Degree in Computer Science or IT certification

Tools

Splunk

Dynatrace

AWA

Windows Server

Job description

At Julius Baer, we celebrate and value the individual qualities you bring, enabling you to be impactful, to be entrepreneurial, to be empowered, and to create value beyond wealth. Let’s shape the future of wealth management together.

We are looking for a skilled Application Support Specialist to ensure the reliable operation of our core banking systems through effective incident management and application support. In this role, you will play a critical part in maintaining system stability, coordinating across teams, managing changes, and driving automation within a dynamic, 24/7 on-call environment.

YOUR CHALLENGE

• Provide end-user and platform support for ServiceNow, including incident/request handling, troubleshooting access and workflow issues, and ensuring timely resolution in line with SLAs.
• Maintain system stability by monitoring tickets, coordinating with technical teams, and supporting users with guidance on ServiceNow processes and best practices.
• Ensuring the operation of core banking applications in respect to application management (2nd level support)
• Processing of incident tickets generated by monitoring systems and the local service desk within SLAs
• Performing coordination / communication tasks between incident managers, applications service owners, 3rd-level support and other IT / Business stakeholders
• Takeover of periodical on-call duty (weekly 7x24)
• Administration of change requests, for application related process fulfillment
• Participation in periodic releases on weekends
• Engage in projects relating to operational aspects for existing or newly integrated applications
• Routine data cleansing of the systems
• Process optimization and automation of repetitive tasks including handover to L1 (Control Center)
• Keep application operation documentation (knowledge database) up to date

YOUR PROFILE

• ServiceNow platform support and administration expertise, including Agent Workspace and ITSM/CSM processes such as Incident, Problem, Change and Knowledge Management (ServiceNow System Administrator certification is an advantage)
• Experience with ServiceNow root-cause analysis, workflow configuration and automation, platform monitoring, troubleshooting, and maintaining operational documentation and knowledge articles.
• Completed IT training (Degree in Computer Science or other IT related certification)
• At least 2 years of professional experience in application support
• Good Unix know-how (shell scripting is an advantage)
• Knowledge of Windows OS at server level
• Knowledge of database, AWA, Splunk, Dynatrace.
• ITIL Foundation certification
• Ideally, experience in banking with a knowledge of financial products
• Process-oriented and analytical approach
• Enthusiastic team player with strong communication skills
• Highly motivated, and proactive, with an eagerness to learn and take on new concepts
• Good written and spoken English