Application Support Specialist + ServiceNow Support - 2nd Level Support 100% (f-m/d)

Bank Julius Bär & Co. Ltd.; Madrid; Presencial; EUR 42.000 - 66.000; Jornada completa

Descripción de la vacante

Julius Baer is seeking an Application Support Specialist to ensure reliable operation of core banking systems. You will manage incidents, coordinate across teams, and drive automation in a 24/7 on-call environment.

You will contribute to operational stability, perform on-call rotation, and participate in weekend releases while leveraging ServiceNow, ITIL, and banking knowledge to support critical financial systems.

Formación

• ServiceNow platform support and administration experience; ITSM/CSM know-how.
• Root-cause analysis, workflow automation, and operational docs knowledge.
• Degree in Computer Science or equivalent IT certification completed.
• Minimum 2 years in application support with on-call experience.
• Unix scripting and Windows server knowledge; ITIL Foundation certified.

Responsabilidades

• 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.
• Operate core banking applications in 2nd level support and manage change requests.
• Coordinate incident managers, service owners, and 3rd-level support with IT/Business stakeholders.
• Take on-call duty weekly (7x24) and participate in weekend releases; drive process automation.

Conocimientos

ServiceNow

ITSM/CSM

Unix

Windows Server

ITIL Foundation

English comms

Banking knowledge

Automation

Educación

Bachelor’s degree in Computer Science or related IT

Herramientas

Splunk

Dynatrace

AWA

Descripción del empleo

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

Why join Julius Baer?

The international reference in wealth management Julius Baer is the leading Swiss wealth management group. We focus on servicing and advising sophisticated private clients from around the world, taking into account what truly matters to them - in their business and personal life, today and for future generations. Headquartered in Zurich, we are present in around 60 locations worldwide, including Bangkok, Dubai, Dublin, Frankfurt, Geneva, Hong Kong, London, Luxembourg, Madrid, Mexico City, Milan, Monaco, Mumbai, Santiago de Chile, Shanghai, Singapore, Tel Aviv, and Tokyo.

Committed to your success

Whether nurturing young talent with our renowned apprentice scheme, enabling ambitious university graduates to put theory into practice with our Graduate Programme, or providing first-class opportunities for experienced professionals, we look after our employees. We believe in continuous learning as a company and as individuals, which is why we put a focus on the health and well-being of our employees and offer flexible working options, a wide array of benefits, and extensive career development programmes.