Application Support Specialist + ServiceNow - 2nd Level Support ; f-m​/d

At Julius Baer, we celebrate and value the individual qualities you bring, enabling you to be impactful, to be entrepreneurial, to be empowered, and to create value beyond wealth. Let’s shape the future of wealth management together. We are looking for a skilled Application Support Specialist to ensure the reliable operation of our core banking systems through effective incident management and application support.

In this role, you will play a critical part in maintaining system stability, coordinating across teams, managing changes, and driving automation within a dynamic, 24/7 on-call environment.

• Provide end-user and platform support for Service Now, including incident/request handling, troubleshooting access and workflow issues, and ensuring timely resolution in line with SLAs.
• Maintain system stability by monitoring tickets, coordinating with technical teams, and supporting users with guidance on Service Now processes and best practices.
• Ensuring the operation of core banking applications in respect to application management (2nd level support)
• Processing of incident tickets generated by monitoring systems and the local service desk within SLAs
• Performing coordination / communication tasks between incident managers, applications service owners, 3rd-level support and other IT / Business stakeholders
• Takeover of periodical on-call duty (weekly 7x24)
• Administration of change requests, for application related process fulfillment
• Participation in periodic releases on weekends
• Engage in projects relating to operational aspects for existing or newly integrated applications
• Routine data cleansing of the systems
• Process optimization and automation of repetitive tasks including handover to L1 (Control Center)
• Keep application operation documentation (knowledge database) up to date

• Service Now platform support and administration expertise, including Agent Workspace and ITSM/CSM processes such as Incident, Problem, Change and Knowledge Management (Service Now System Administrator certification is an advantage)
• Experience with Service Now root-cause analysis, workflow configuration and automation, platform monitoring, troubleshooting, and maintaining operational documentation and knowledge articles.
• Completed IT training (Degree in Computer Science or other IT related certification)
• At least 2 years of professional experience in application support
• Good Unix know-how (shell scripting is an advantage)
• Knowledge of Windows OS at server level
• Knowledge of database, AWA, Splunk, Dynatrace.
• ITIL Foundation certification
• Ideally, experience in banking with a knowledge of financial products
• Process-oriented and analytical approach
• Enthusiastic team player with strong communication skills
• Highly motivated, and proactive, with an eagerness to learn and take on new concepts
• Good written and spoken English

The international reference in wealth management Julius Baer is the leading Swiss wealth management group. We focus on servicing and advising sophisticated private clients from around the world, taking into account what truly matters to them - in their business and personal life, today and for future generations. Headquartered in Zurich, we are present in around 60 locations worldwide, including Bangkok, Dubai, Dublin, Frankfurt, Geneva, Hong Kong, London, Luxembourg, Madrid, Mexico City, Milan, Monaco, Mumbai, Santiago de Chile, Shanghai, Singapore, Tel Aviv, and Tokyo.

Whether nurturing young talent with our renowned apprentice scheme, enabling ambitious university graduates to put theory into practice with our Graduate Programme, or providing first-class opportunities for experienced professionals, we look after our employees. We believe in continuous learning as a company and as individuals, which is why we put a focus on the health and well-being of our employees and offer flexible working options, a wide array of benefits, and extensive career development programmes.