**Job Description:** We are seeking a proactive Production Support Specialist with a solid understanding of ServiceNow to join our team. This critical role is ideal for someone who thrives under pressure, excels at solving complex problems, and is eager to contribute to a high-performing team in a dynamic environment. As a key player, you will ensure the stability and efficiency of our Voice Portfolio, leveraging your ServiceNow expertise to triage incidents, investigate root causes, and drive operational improvements. This position offers exceptional opportunities for growth and impact, allowing you to expand your technical and leadership skills within a forward-thinking organization. There are opportunities for improving your automation as well as AI skills. This position requires candidate to work during US hours, shift rotations might be considered based on capacity needs. **Key Responsibilities** + Incident Management: Act as the important point of escalation for high-priority incidents. Diagnose issues within the ServiceNow platform, ensuring seamless integration with other enterprise systems. + Root Cause Analysis (RCA): Leverage your technical expertise to investigate root causes of recurring issues, assign them to the appropriate teams, and provide actionable recommendations for resolution based on existing knowledge. + Documentation & Process Optimization: Create high-quality documentation for technical workflows, incident resolutions, and system processes. Identify areas for improvement and proactively suggest enhancements to operational procedures. + Collaboration: Partner closely with US-based business stakeholders, internal support teams, and cross-functional technical teams to ensure timely resolution of issues and alignment on priorities. + ServiceNow Expertise: Analyze and troubleshoot ServiceNow workflows, scripts, and integrations. **Required Qualifications** + ServiceNow Expertise: Demonstrated understanding of ServiceNow fundamentals, including workflows, scripting, integrations, and core system architecture. While senior-level expertise is not required, hands-on experience and a solid grasp of the platform’s core capabilities are essential. + Technical Acumen: Proficiency in JavaScript (experienced junior or mid-level) for troubleshooting and minor development tasks within the ServiceNow environment. + Problem Solving: Strong analytical mindset with the ability to dissect complex technical issues, identify root causes. + Communication Skills: Exceptional verbal and written communication skills in English, with the ability to articulate technical concepts to both technical and non-technical stakeholders. + Adaptability Under Pressure: Proven track record of performing effectively in fast-paced, high-pressure environments. + US Hours Availability: Willingness to work full-time during US hours (3 PM to Midnight) to ensure seamless collaboration with the US-based team and business stakeholder. **Preferred Qualifications** + ITIL Knowledge: Familiarity with ITIL principles and best practices in incident management and service delivery. + Technical Documentation: Proven ability to create clear, concise documentation for processes, workflows, and troubleshooting steps. **Salary** SVK: Base salary from 3130 EUR gross/a month. The actual salary is based on skills, experience and knowledge. CZ: Base salary from 91 400 CZK gross/a month. The actual salary is based on skills, experience and knowledge. **Weekly Hours:** 40 **Time Type:** Regular **Location:** Bratislava, Bratislavsky kraj, Slovak Republic It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made. AT&T will consider for employment qualified applicants in a manner consistent with the requirements of federal, state and local laws We expect employees to be honest, trustworthy, and operate with integrity. Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status