Technical Support Engineer - ITOM

  • 12900 Science Drive Suite 100, Orlando, Florida, United States
  • Full-time
  • Region: AMS - North America and Canada
  • Employee Type: Regular

Company Description

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®
 
We're looking for people who are ready to roll up their sleeves and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.  
 
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Job Description

The Global Technical Support team is diverse, creative, fast-growing team! We provide technical support round the clock. Support Centers are located in Australia, India, Ireland, Japan, Netherlands, UK and US. We are looking for engineers who have passion for technology, problem solving and eager to help customers. We work with different internal teams to provide great customer experience. We thrive to meet objectives, maintaining work focus despite obstacles or setbacks. 

As a Senior Technical Support Engineer, you will enable our customers with your passion and knowledge of the ServiceNow Platform. You will be responsible for managing and resolving the most challenging issues and escalation for the customer and provide technical guidance in addressing their business needs. You will be the voice of the customer into ServiceNow product and development teams for product feedback and improvements. You will play an integral role in building knowledge and be part of strategic initiatives for process improvements.   

What you get to do in this role:

  • Customer Advocate providing support to users/administrators of our platform. Supporting and contributing to the growth of best practices for delivery of support services.
  • Understanding our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.
  • Own and resolve all issues with a high standard of professionalism
  • Hands on experience triaging, troubleshooting, resolving and providing root cause analysis for ServiceNow Product issues
  • Manage customers' expectations and experience in a way that results in high customer satisfaction
  • Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers
  • Suggest and implement improvements to internal processes and tools
  • Work on technical and non-technical projects
  • Effectively communicate with customers and internal teams via case, phone and other electronic methods
  • Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers
  • Maintain impeccable case hygiene and customer related files and records
  • Participate in the weekend support on-call rotation

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Qualifications

Required Skills

Bachelor's Degree in Computer Science (or related technical degree) or recent coding Bootcamp completion or equivalent 1+ years of experience within technical support or software coding environment Ability to tackle hard problems and break them into smaller parts for clear and specific resolutions Curiosity and a desire to continually learn as it relates to the role Strong personal commitment to quality and customer service Working knowledge of the components in a web applications stack.  

 Desired Skills

  • Experience in one (or more) scripting languages:  JavaScript, Python, Perl, Unix Shell, Windows Shell) 
  • Experience writing/debugging object-oriented code (Java preferred)
  • Experience in Networking concepts: LDAP/ActiveDirectory, SSO (e.g. SAML, SiteMinder), Web Services,  
  • Experience using Linux/Unix OR Microsoft Server 
  • Strong troubleshooting/root cause isolation skills for difficult technical issues
  • Embraces opportunities to develop and apply new knowledge and skills.
 
  • Excellent communication skills (verbal and written).
  • Experience providing SaaS support
  • Experience working with the ServiceNow Platform
  • A fundamental understanding of ITSM or ITIL framework
  • Experience in using tools like Splunk, Elk, Eclipse IDE and handling Network Devices  & Load Balancers
  • Experience in remote administration via SSH, SNMP, WMI, PowerShell

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Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at +1 (408) 501-8550, or [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

 

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