L1 Support Engineer

Company DescriptionAt EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us!Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs.  We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve.   We are EVERSANA.  Job Description  THE POSITION:This position oversees the ServiceNow ticket queue at all locations and provides L1 support on these tickets and the tickets to their appropriate resolution group.ESSENTIAL DUTIES AND RESPONSIBILITIES: Should have good knowledge of working on ITSM ticketing tools.Should have a good understanding of ITIL procedures.Decision-making skills regarding setting proper priority for an Incident or request.Technical background and ability to learn and absorb technology quickly.Good knowledge of Operating systems. Applications used in organizations.Good troubleshooting skills.Should have a good understanding of network components and devices.Prior experience in a Customer HUB or Customer Care function for Enterprise Software is highly desired.Willingness to work in a 24/7 module.Should possess good reporting skills.Responsible for escalating requests and issues to internal or external support resources and Subject Matter Experts when necessary.Supporting users using the ServiceNow platform by providing necessary advice and training.The ability to communicate effectively with people at all levels.The ability to ask clear and precise questions of the customer to ascertain the exact details of the problem.The ability to work as part of a team and on their initiative.Should possess good verbal and written communication skills.Other tasks and projects as assigned.Cooperate with IT staff on all initiatives, including after-hours support.Must have critical thinking skills.  EXPECTATIONS OF THE JOB:Travel (Not required)Hours (At least 40 hours per week)The above list reflects the general details necessary to describe the expectations of the position. It shall not be construed as the only expectation that may be assigned for the position.An individual in this position must be able to perform the expectations listed above successfully.MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:At least 4 to 5 years’ experience working with IT service organizations.Good knowledge of ITIL procedures.Good troubleshooting skills on Windows and Network issuesGood knowledge of applications and devices used in organizations.Should possess excellent verbal and written communication skills.QualificationsPREFERRED QUALIFICATIONS:A bachelor’s degree in information technology or a similar specialty is strongly desired.ITIL Foundation certification is a plus.Additional InformationOUR CULTURAL BELIEFS: Patient Minded I act with the patient’s best interest in mind.Client Delight I own every client experience and its impact on results.Take Action I am empowered and hold myself accountable.Embrace Diversity I create an environment of awareness and respect.Grow Talent I own my development and invest in the development of others.Win Together I passionately connect with anyone, anywhere, anytime to achieve results.Communication Matters I speak up to create transparent, thoughtful, and timely dialogue.Always Innovate I am bold and creative in everything I do. EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone’s responsibility.From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone’s responsibility.Follow us on LinkedIn | Twitter…