Application Support Specialist

ITDS; Lisboa; Híbrido; EUR 21 000 - 32 000; Tempo integral

Resumo da oferta

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.

Qualificações

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

Responsabilidades

• 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.

Conhecimentos

ServiceNow

MoveWorks

SLA mindset

Customer focus

Ferramentas

ServiceNow

MoveWorks

Descrição da oferta de emprego

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.