Senior Engineer – Content & Requirement solutions

• Deliver expert support in ServiceNow and ITSM processes, including Service, Incident & Knowledge management.
• Knowledge of the CCMS (Component Content Management System) platform is required; experience with Adobe Experience Manager (AEM).
• Know DITA and DITA Open Toolkit publishing workflows.
• Utilize knowledge of HTML, CSS, or related web technologies to support and enhance web-based applications.
• Work with Content management (AEM, TIP), Translation management (Phrase, TMS), requirements management (PPMT, Jama) and Sustainability (MSM, iPoint).
• Experience with Power Apps and Power Pages testing.
• Proficient in sustainability concepts (corporate and product) and various data types.
• Knowledge of Microsoft Sustainability Manager (MSM) tools is beneficial.
• Manage escalations, adhere to Service Level Agreements (SLAs), document recurring fixes for knowledge management and participate in the Major incident
• Communicate effectively with stakeholders and provide guidance to the support team.
• Coordinate with vendor team for issue resolutions.
• Utilize ticketing tools, remote support protocols, and coordinate with integrated application teams for issue resolution.

Actively participate in the Scrum calls and Manage the activities in Jira
 

• Proven experience in IT application support, including troubleshooting and root cause analysis.
• Proficiency in ServiceNow and ITSM processes, with hands-on experience in service and incident management.
• Demonstrated ability to manage escalations, adhere to Service Level Agreements (SLAs), and document recurring fixes for effective knowledge management.
• Strong communication skills, with the ability to guide and support team members and effectively engage stakeholders.
• Sustainability concepts (corporate and product) and experience working with various data types.
• Hands on experience with Service Now modules.
• Comfortable using ticketing tools and remote support protocols, with the ability to coordinate with integrated application teams and vendors for timely issue resolution

Knowledge in the Translation management

At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.

Read more on www.kone.com/careers