Job Description
“THIS POSITION REQUIRES PASSING A SERVICENOW BACKGROUND SCREENING, USFEDPASS (US FEDERAL PERSONNEL AUTHORIZATION SCREENING STANDARDS). THIS INCLUDES A CREDIT CHECK, CRIMINAL/MISDEMEANOR CHECK AND TAKING A DRUG TEST. ANY EMPLOYMENT IS CONTINGENT UPON PASSING THE SCREENING. DUE TO FEDERAL REQUIREMENTS, ONLY US CITIZENS, US NATURALIZED CITIZENS OR US PERMANENT RESIDENTS, HOLDING A GREEN CARD, WILL BE CONSIDERED.”
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 collaborate with different internal teams to provide great customer experience. We thrive to meet objectives, maintaining work focus despite obstacles or setbacks.
As a Technical Support Engineer, you will enable our customers with your passion and knowledge of the ServiceNow Platform. You will resolve customer issues 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:
We are looking for an experienced Support Engineer with a passion for excellence. The Technical Support Engineer will work the first shift 8:00am - 5:00pm Monday - Friday and will be responsible for managing and resolving challenging issues for ServiceNow Federal partners and customers. This includes developing subject matter expertise within the federal technical support department which includes ServiceNow’s full scope of supported offerings. The engineer is responsible for owning and resolving issues on a daily basis, technical cases created by customers seeking help to understand or resolve unexpected behavior or answer technical questions about the ServiceNow software and platform. In this role, you will work with our government customers and partners on our full catalog of services including Automation, Service Management, Platform Technologies, Performance, Integrations, and User Experience. Support engineers use the ServiceNow platform via an internal implementation of its tools to diagnose customer issues. Cases are created by customers and managed by engineers using the ServiceNow software platform. The successful candidate will be able to quickly gain an understanding of the ServiceNow platform and all core functionality. This is a customer-facing role in a very collaborative environment and therefore it requires strong interpersonal skills. This opportunity may evolve to include additional responsibilities and opportunities for career growth.
Qualifications
TO BE SUCCESSFUL IN THIS ROLE YOU HAVE:
NICE TO HAVES
MINIMUM REQUIREMENTS:
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 talent.acquisition@servicenow.com 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.