Sr. Tech Support Engineer, Integrations

Sr. Tech Support Engineer, Integrations

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Job Description

We have a support office in Orlando but will consider remote engineers that will support 1st shift eastern timezone.

The Global Technical Support team isdiverse, creative, fast-growing team! We provide technical supportround 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. 

• Manage and resolve challenging issues for ServiceNow partners and customers.
• Resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or answer technical questions about the ServiceNow software and platform.
• Gain an understanding of the ServiceNow platform and all core functionality.
• Analyze data with a view to isolate the potential cause of the issue.
• Involve others to accomplish personal and group goals.

Qualifications

Bachelor's in Computer Science (or related technical degree) or 4+ years of related experience within technical support or software coding environment 

• Strong knowledgeonLDAP/Active Directory, SSO or other authentication or user management systems (e.g.Azure AD, Okta. SAML, SiteMinder) 
• Strong Understanding of Email Infrastructure (e.g.Exchange, Office 365, Postfix) 
• Solid knowledge on Web Services (consuming or providing) (SOAP, REST) 
• Strong working knowledgeonNetwork infrastructure  
• Hands on experience in any bi-directional, automated integration between two systems 
• Data Extraction Technologies (e.g.JDBC, ODBC) or ETL integrations 
• Experience in one (or more) scripting languages:  JavaScript, Python, Perl, Unix Shell, Windows Shell) 
• Strong Experience with relational databases (e.g.MySQL, Oracle).
• Strong Experience using Linux/Unix OR Microsoft Server 
• 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

• Experience providing SaaS/ PaaSsupport
• Experience working with the ServiceNow Platform
• A fundamental understanding ofITILframework

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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 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 [emailprotected]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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