Frontline App Support Specialist — Lisbon, Hybrid

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

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.