Job type full-time
Full job description
Servicenow is making the world of work, work better for peopleOur cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterpriseWe`re growing fast, innovating faster, and making an impact on our customers` and employees` lives in significant and important waysWith 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 jump right in 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.
The global technical support team is diverse, creative, fast-growing team! we provide technical support round the clockSupport centers are located in australia, india, ireland, japan, netherlands, uk and usWe are looking for engineers who have passion for technology, problem solving and eager to help customersWe work with different internal teams to provide great customer experienceWe 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 platformYou will be responsible for managing and resolving the most challenging issues and escalation for the customer and provide technical guidance in addressing their business needsYou will be the voice of the customer into servicenow product and development teams for product feedback and improvementsYou 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 platformContributing to the growth of best practices for delivery of support services.
Understand our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.
Manage and resolve all issues.
Experience assessing, 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.
Maintain technical expertise in assigned areas of product functionality and use that expertise to help customers.
Opportunity to become subject matter expert in assigned areas of product functionality and utilize that expertise effectively to help customersShare and deliver knowledge sessions with peers globally.
Opportunity to create scripts to automate repetitive tasks or scripts to enable faster troubleshooting.
Help in development and mentoring of team members in various technologies and servicenow platform.
Suggest and implement improvements to internal processes.
Work on technical and non-technical projects.
Communicate with customers and our teams through 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.
To be successful in this role you have:
4+ years technical support experience
Advanced understanding of object-oriented programmingJava preferred
Advanced understanding of networking concepts including tcp/ip, http, ssh protocols, concepts of firewall, load balancer and ports
Good experience in diagnosing performance related issues by analysing heap dumps or thread stacks
Good experience in using linux/unix or microsoft server
Good knowledge of the components in a web applications stack.
Good knowledge on rdbms (mysql, oracle)
Familiarity with vmware, aws, azure, event management system
Demonstrated ability to understand the problem statement and troubleshoot complex technical issues with ease
Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
Personal commitment to quality and customer service.
Ability to multi-task and efficiently manage case backlog
Should be a team player working efficiently in a collaborative environment
Proven ability to maintain a professional demeanor when handling complex user issues (difficult customers)
Experience providing saas support
Experience working with the servicenow platform
A fundamental understanding of itsm or itil framework
Servicenow is an equal employment opportunity employerAll 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.
All new employees hired in the united states are required to be fully vaccinated against covid-19, subject to such exceptions as required by lawIf hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start dateVisit our candidate faq page to learn more.
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.sGovernment for certain individualsAll employment is contingent upon servicenow obtaining any export license or other approval that may be required by the u.sGovernment.
Please note: fraudulent job postings/job scams are increasingly commonClick here to learn what to watch out for and how to protect yourselfAll genuine servicenow job postings can be found through the servicenow careers site.
Work personas are categories that are assigned to employees depending on the nature of their workEmployees will fall into one of three categories: remote, flexible or required in office.
Required in office
A required in office work persona is defined as an employee who is contracted to work from or aligned to a servicenow-affiliated officeThis persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.
A flexible work persona is defined as an employee who is contracted to work from or aligned to a servicenow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week)Flexible employees may choose to work the remaining working time from their workplace location or homeFlexible employees are required to work within their state, province, region, or country of employment.
A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a servicenow workplace and is not contracted or aligned to a servicenow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their homeRemote employees are required to work within their state, province, region, or country of employment.