It’s not just about your career or job title… It’s about who you are and the impact you will make on the world. Because whether it’s for each other or our customers, we put People First. When our people come together, we Expand the Possible and continuously look for ways to improve what we create and how we do it. If you are constantly striving to grow, you’re in good company. We are revolutionizing the way the world moves for future generations, and we want someone who is ready to move with us.

Who are we?

Wabtec Corporation is a leading global provider of equipment, systems, digital solutions, and value-added services for freight and transit rail as well as the mining, marine, and industrial markets. Drawing on nearly four centuries of collective experience across Wabtec, GE Transportation, and Faiveley Transport, the company has grown to become One Wabtec, with unmatched digital expertise, technological innovation, and world-class manufacturing and services, enabling the digital-rail-and-transit ecosystems.

Wabtec is focused on performance that drives progress and unlocks our customers’ potential by delivering innovative and lasting transportation solutions that move and improve the world. We are lifelong learners obsessed with making things better to drive exceptional results. Wabtec has approximately 27K employees in facilities throughout the world. Visit our website to learn more!

Summary:
The Service Delivery L1 SME (Subject Matter Expert) is a role whose primary purpose is to provide advanced Level 1 technical support while ensuring the effective and timely resolution of incidents and service requests. In addition to handling standard tickets, this role focuses on more complex, high-impact, or recurring issues that require deeper analysis beyond standard L1 support.
The L1 SME is expected to act as a subject matter expert within the HelpDesk team, supporting the resolution of incidents by leveraging specialized knowledge and minimizing unnecessary escalations to expert teams. When escalation is required, the L1 SME ensures it is done efficiently and with proper troubleshooting details, reducing overall resolution time in alignment with the organization.
This position serves as a key point of contact for end users and IT teams and supports the Help Desk operation, ensuring that all incidents and service requests are accurately logged, categorized, and managed in ServiceNow following established processes.
The L1 SME also contributes to continuous improvement by maintaining and enhancing Knowledge Base articles, identifying trends, and providing guidance, training and support to Help Desk agents. The role may act as the first escalation point within Level 1 and collaborate closely with L2/L3 teams to improve service delivery.

Duties and Responsibilities:
•    Day to Day Responsibilities:

o    Serve as a primary point of contact for end users seeking technical assistance via Live Chat, phone, email, or other support platforms.
o    Provide advanced Level 1 troubleshooting, supporting the resolution of complex, high-impact, or recurring issues.
o    Proactively monitor and manage outstanding tickets in the Service Desk EUS queue, ensuring proper prioritization and follow-up.
o    Support team members by acting as a subject matter expert (SME), providing guidance on difficult or unclear cases.
o    Maintain high standards for data quality and reporting accuracy within ServiceNow.
o    Reduce unnecessary escalations by supporting and resolving issues within L1 whenever possible; ensure proper and detailed escalation when required.
o    Act as the first escalation point within Level 1, assisting analysts before involving L2/L3 teams.
o    Provide clear and accurate information regarding IT products and services.
o    Capture, document, and maintain detailed records of incidents, root causes, and resolutions
o    Create, maintain, and improve Knowledge Base (KB) articles to enhance team efficiency and self-service capabilities.
o    Support the development and improvement of IT policies, procedures, and documentation.
o    Identify trends, recurring issues, and improvement opportunities, and propose process enhancements or automation.
o    Communicate feedback, issues, and improvement opportunities with the Global Help Desk Director.
o    Stay up to date with new technologies, tools, and internal processes through continuous learning
o    Operate in accordance with company policies, procedures, and regulatory requirements.

Minimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)
•    3 years of Experience as a Service Desk Specialist
•    Understanding of Global Service Delivery Process and Tools
•    Large understanding of Tech Services
•    Experience in supporting Windows desktop environments 
•    Microsoft Office 365 products knowledge 
•    Experience in an Active Directory environment
•    Experience in using Desktop Remote Management tools
•    Bachelor´s Degree 
•    Strong understanding of ITIL Service Management
•    Full English Professional

Knowledge, Skills and Abilities:
•    Ability to work effectively in a global team environment, both independently and collaboratively
•    Strong analytical and problem-solving skills to identify and resolve complex or recurring IT issues.
•    Ability to think strategically and creatively to develop effective solutions and improve processes.
•    Demonstrated ability to respond positively to feedback and adapt to changes in processes and procedures.
•    Solid understanding of ITIL practices and hands-on experience with ServiceNow (Incident Management, Reporting, and CMDB).
•    Strong knowledge of end-user support technologies, including installation and configuration of computers, software, systems, networks, printers, and scanners
•    Ability to quickly learn and adapt to new technologies and tools
•    Excellent communication and interpersonal skills, with the ability to support both technical and non-technical stakeholders.
•    Ability to work effectively in a fast-paced, high-demand environment
•    Strong prioritization and time management skills to meet FCR, MTTR, SLA and OLA commitments
•    Ability to mentor and support team members, sharing knowledge and best practices.
•    Detail-oriented with a focus on data accuracy, ticket quality, and documentation standards

Physical Demands:(The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.)
o    Service Delivery L1 SME is regularly required to write, talk, and hear (Sometimes simultaneously)
o    Employe is required to work with a computer and keyboard, headset, webcam.
o    Requires daily online interaction with Wabtec IT Employees
o    Requires availability during standard business hours within the 6:00 AM to 7:00 PM local time window, based on operational needs

Work Environment: (The work environment characteristics described here are representative of those employee encounters while performing the essential functions of this job.)
o    The work environment is mainly digital. The employee will be involved in Meeting with various Wabtec Employees across multiple Countries and Time Zone.
 

Our Commitment to Embrace Diversity:

Wabtec is a global company that invests not just in our products, but also our people by embracing diversity and inclusion. We care about our relationships with our employees and take pride in celebrating the variety of experiences, expertise, and backgrounds that bring us together. At Wabtec, we aspire to create a place where we all belong and where diversity is welcomed and appreciated.   

To fulfill that commitment, we rely on a culture of leadership, diversity, and inclusion. We aim to employ the world’s brightest minds to help us create a limitless source of ideas and opportunities. We have created a space where everyone is given the opportunity to contribute based on their individual experiences and perspectives and recognize that these differences and diverse perspectives make us better.

We believe in hiring talented people of varied backgrounds, experiences, and styles… People like you! Wabtec Corporation is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or protected Veteran status. If you have a disability or special need that requires accommodation, please let us know.

What could you accomplish in a place that puts People First?

At Wabtec, it’s not just about a job - it’s about the impact you make. When our people come together, we’re Expanding the Possible by continuously improving what we do and how we do it - for our clients and each other.

If you’re ready to revolutionize how the world moves for future generations, Wabtec is the place for you.
 

Who are we?

Wabtec is a leading global provider of equipment, systems, digital solutions, and value-added services for the freight and transit rail sectors. Drawing on more than 150 years of experience, we are leading the way in safety, efficiency, reliability, innovation, and productivity. Whether it’s freight, transit, ports, logistics, mining, industrial, or marine, our expertise, technologies, and people together – are accelerating the future of transportation. With roots that date back to George Westinghouse, Thomas Edison, and Louis Faiveley, Wabtec has always built technologies and implemented solutions for a variety of sectors that are critical to meeting the needs of customers and governments alike.

Our global team of about 30,000 employees worldwide delivers performance that moves the world forward. We’re lifelong learners, obsessed with better. Learn more at www.WabtecCorp.com.

Culture powers us and the possibilities.

We believe the best ideas come from a mix of experiences and backgrounds. At Wabtec, we strive every day to create a place where everyone belongs. We’re building a culture where leadership, inclusion and your unique perspective fuel progress.

We’re proud to be an Equal Opportunity Employer. We welcome talent of all backgrounds, experiences, and identities, including race, gender, age, disability, veteran status and more.

Need accommodation? Just let us know - we’ve got you.