Application Support Specialist

ITDS; Lisboa; Hybrid; EUR 21,000 - 32,000; Full time

Job summary

ITDS in Lisbon is seeking an Application Support specialist to help keep business-support applications running smoothly. You will handle inbound tickets, perform L1 resolution, and route complex issues to L2/L3. This role is hybrid with 2 days in the office per week.

Experience with ServiceNow is essential; MoveWorks or other knowledge-base tools are a strong plus. You will operate in English, ensuring timely responses within SLA guidelines.

Qualifications

• Comfort working in a ServiceNow-based environment.
• Fluent English (spoken and written).
• Exposure to MoveWorks or other knowledge-base tools.

Responsibilities

• Ticket triage, qualification, and routing for accurate, timely handling.
• First-level incident resolution and user support.
• Apply documented procedures and known-issue resolutions.
• Escalate complex issues to L2/L3 with clear, complete context.
• Keep documentation and the knowledge base up to date, working within SLA standards.

Skills

ServiceNow

MoveWorks

SLA mindset

Customer focus

Tools

ServiceNow

MoveWorks

Job description

First line of support for a portfolio of business-support applications — you keep users moving and tickets flowing.

Lisbon-based, hybrid — 2 days per week in the office.

As an Application Support, you will be working for our client, a key player in business-support solutions. You'll be at the frontline of service operations: taking incoming tickets, resolving what you can at L1, and routing the rest cleanly so nothing stalls.

Your main responsibilities:

• Ticket triage, qualification, and routing for accurate, timely handling
• First-level incident resolution and user support
• Apply documented procedures and known-issue resolutions
• Escalate complex issues to L2/L3 with clear, complete context
• Keep documentation and the knowledge base up to date, working within SLA standards

You're ideal for this role if you have:

• Comfort working in a ServiceNow-based environment
• A customer-oriented, structured approach and reliability under SLA pressure
• Fluent English (spoken and written)

It is a strong plus if you have:

• Exposure to MoveWorks or other knowledge-base tools

Language required for the role:

• Fluent English (spoken and written)

Eligibility for the role:

• Only candidates with an existing legal right to work in the EU will be considered.