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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.
Qualification & Experience:
· Must have bachelor’s degree in Computer Science or related field (or equivalent degree and experience)
· 2+ years providing customer facing technical support (Web based products or e-commerce preferred)
· 2+ years of ServiceNow Development/Admin Experience is mandate
In order to be successful in this role, we need someone who has:
· Demonstrated creative problem-solving approach and strong analytical skills
· Must be proficient with analyzing log files and standard debugging concept.
· Familiarity with tools & practices of the trade such as incident management, knowledgebase, defect & escalation management.
· Previous experience working with the ServiceNow platform (Service/Project Management, SLA Management, Service Catalog, Customer Service Management, Workflows & Approvals)
· Experience troubleshooting web application
· Experience in troubleshooting Java Script Code.
· Excellent communication skills (verbal and written)
Advantageous skills
· Familiarity with Eclipse IDE would be good.
· Previous experience in ITSM Implementation
· Experience supporting and troubleshooting e-commerce applications with catalog, shopping cart, merchandising and payment handling is highly desirable.
· Experience providing SaaS support is desirable.
Opportunity
Those we hire will be trained and mentored in these technologies as appropriate by our senior staff and will work to support a growing base of customers globally. Successful candidates will enjoy a generous earning potential and the chance to expand their role in the company as we grow.
We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.
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 [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.
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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