Job Description

What you get to do in this role: ****

In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.

A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support.

Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem solving, a collaborative nature and flexibility will be key to your success.

Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers.

Qualifications

Qualifications and technical skills that will lead to success:

• 0-2+ years customer facing technical support experience
• Ability to troubleshoot difficult technical issues with ease and complexity
• Personal commitment to quality and customer service
• Demonstrated ability to troubleshoot difficult technical issues
• Experience working with dynamic HTML components: AJAX, JavaScript, AngularJS, CSS, XML, HTML, XHTML
• Experience writing or debugging Object Oriented code (Java)
• Working knowledge of the components in a web applications stack
• Experience working well in a team environment while also being able to work productively while unsupervised
• Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems.
• Excellent time management skills.
• Consistent ability to work weekends

Desired Skills

• Experience in one (or more) scripting languages: Python, Perl, Unix Shell, Windows Shell)
• Understanding of remote administration via SSH, SNMP, WMI, Powershell.
• A fundamental understanding of ITSM, ITIL, and/or CMDB
• Experience with relational databases (e.g. MySQL, Oracle)
• Unix/Linux experience
• Understanding of basic networking and system administration.

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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you 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 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.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

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