Senior Technical Support Engineer - Integrations

Senior Technical Support Engineer - Integrations

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Job Description

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 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.

• Customer Advocate providing support to users/administrators of our platform. Contributing 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 customers. Share 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.
• Participate in the weekend support on-call rotation.

Qualifications

• Bachelor's in Computer Science (or related technical degree) or 4+ years of related experience within technical support or software coding environment
• Strong knowledge on LDAP/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)
• Advance knowledge on Web Services (consuming or providing) (SOAP, REST)
• Strong working knowledge on Network infrastructure
• Hands on experience in any bi-directional, automated integration between two systems
• Data Extraction Technologies (e.g. JDBC, ODBC) or ETL integrations
• Strong 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
• Leading investigation and resolving complex issues and escalations while demonstrating exceptional technical
  understanding, business process and customer needs in timely manner.
• Must have experience in working with one (or more) of the following technologies / languages:
  • Advance knowledge of the components in a web applications stack.
  • Scripting languages (e.g. JavaScript, Python, Perl, Unix Shell, Windows Shell).

• Experience providing SaaS / PaaS support
• Experience working with the ServiceNow Platform
• A fundamental understanding of ITIL framework
• Experience diagnosing performance related issues.
• Experience using tools like Splunk/ELK

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.

All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date.VisitourCandidate FAQ pageto 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 [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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