ServiceNow Support Consultant - Ostrava

Devoteam is an AI-driven tech consulting firm specialising in cloud platforms, cybersecurity, data, and sustainability. Tech native for over 30 years, Devoteam guides businesses through sustainable digital transformation to deliver value. With over 11,000 tech architects in more than 25 countries across Europe, the Middle East, and Africa, Devoteam is committed to using technology to serve people.

Devoteam has been a Service. Now Elite Partner since 2019 . In 2026, it was recognised as Service. Now Partner of the Year for the fourth consecutive year. We are seeking a proactive and skilled Service. Now Support Consultant to join our growing team. This role is crucial for ensuring the smooth operation and optimal performance of our clients' Service.

Now instances. You will be the primary point of contact for resolving incidents, fulfilling service requests, and providing expert guidance to users, helping them maximize their investment in the Service. Now platform. The ideal candidate possesses a strong technical background in Service. Now , excellent problem-solving abilities, and a commitment to delivering outstanding customer service.

Key Responsibilities

Incident Resolution & Troubleshooting: Serve as the primary point of contact for users reporting issues or requesting support related to Service. Now applications (e.g., ITSM, ITOM, HRSD, CSM, GRC). Diagnose, troubleshoot, and resolve complex Service. Now incidents, providing timely and effective solutions. Service Request Fulfillment: Process and fulfill service requests within the Service.

Now platform, such as user provisioning, access management, data modifications, and minor configuration changes. Ensure adherence to established service level agreements (SLAs) for all incidents and service requests. User Support & Guidance: Provide expert guidance and best practices to Service. Now users, helping them navigate the platform and utilize its features effectively.

Configuration & Maintenance: Perform routine system health checks, monitoring, and maintenance activities to ensure platform stability and performance. Collaboration & Communication: Collaborate closely with internal development teams, project managers, and other support staff to ensure seamless service delivery. Documentation & Reporting: Maintain accurate and detailed records of all support activities, resolutions, and configurations within the ticketing system.

Generate reports on common issues, performance trends, and service delivery metrics.

Requirements

Must have: Minimum 1 year of professional experience in an IT Support, Technical Support, or Application Support role , with a strong focus on Service. Now or similar tools. Basic knowledge of JavaScript, HTML, CSS, and Glide. Script. Excellent problem-solving and analytical skills, with a methodical approach to troubleshooting.

Strong communication skills (written and verbal) in English , with the ability to explain technical concepts to non-technical users. German language is a plus Strong customer service orientation and a commitment to user satisfaction. Ability to work independently and manage multiple priorities in a fast-paced environment.

A proactive attitude and a willingness to continuously learn and adapt to new technologies. Team player with strong interpersonal skills. We prefer: Service. Now Certified System Administrator (CSA) is a big plus. Additional Service. Now certifications (e.g., CIS-ITSM, CIS-HRSD) are a significant advantage.

Benefits

5 weeks of vacation per year (= 1 week extra) 4 “My Days” per year Hybrid office Flexible working hours Udemy for business account Meal allowance up to 32.000 CZK/year (129,50 CZK/day) Cafeteria 1200 CZK/month (Multi. Sport Card available) Phone tariff (unlimited calls, texts messages within the EU, 20GB of Internet) Employee Referral Program Sabbatical leave Repurchase of hardware Moreover, we offer: Above standard working equipment Company mobile phone (selection from Android/iPhone) Company laptop (Windows/macOS) Coffee, tea, snacks and breakfasts in the office Company events and team buildings Gifts for work anniversaries, promotion or childbirth Friendly and open culture And last but not least, you can rely on: Transparent framework for career growth, reinforced by annual performance evaluations Trust and autonomy, with no micro-management Learning from senior colleagues and opportunities to collaborate with professionals from various industries Opportunities to attend conferences to keep skills up-to-date Usage of AI tools and access to elaborate, tailored AI training