Senior Staff Reliability Engineer, ServiceNow

• Ideal candidates will be seasoned Customer Support rockstars with significant experience of working with high profile clients ready to super charge their careers or those from a technical Professional Services background looking to try their hand at something a little different
• We are looking for individuals who are able to successfully diagnose the entire technology stack, from the front-end to the back-end, to determine where to start troubleshooting an issue
• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry
• Be willing to take FULL technical ownership of an issue or problem
• Be naturally inquisitive, nerdy and know how to get to the bottom of an issue
• Have the ability to interpret technical data, identify trends and resolve system bottlenecks
• Be a born troubleshooter with significant experience of Performance Tuning web-based applications and troubleshooting the technology stack from the front-end to back-end
• Is resourceful: works with other SMEs to get the best possible solution while retaining 100% ownership of technical direction
• Have a relentless focus on customer service alongside deep technical expertise
• Have excellent customer-facing and presentation skills
• Have a passion for learning and sharing knowledge
• Be able to quickly establish a rapport with customers and take the role of “trusted advisor”
• Have a proven ability to maintain a professional demeanor when handling complex user issues
• Experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)
• Experience working with one J2EE application server e.g. Tomcat, WebLogic, WebSphere
• Experience working with dynamic HTML components; e.g. AJAX, JavaScript, DOM, CSS, XML, HTML, XHTML
• Experience in one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell
• Development experience in client and server-side JavaScript or Java (or equivalent)
• Working knowledge in one (or more) Relational Database technologies e.g. Oracle / MySQL / SQL Server
• Strong SQL skills
• Fundamental TCP/IP and basic networking troubleshooting knowledge
• Knowledge of Object Oriented Design
• In addition, the candidate must have experience installing, implementing, or maintaining one (or more) of the following:
• LDAP/Active Directory; SSO (e.g. SAML, SiteMinder)
• Email Infrastructure
• Web Services (consuming or providing) (SOAP, REST)
• Data Extraction Technologies (e.g. JDBC, ODBC)
• Any bi-directional, automated integration between two systems

Desirable

• ServiceNow is one of the fastest growing enterprise software companies on the planet with a rapidly expanding customer base and cutting-edge technology
• The Account Escalation Engineer (AEE) role is an opportunity to join this highly innovative organisation in a senior position within the Customer Support division
• As part of this you will be driving successful closure of complex technical issues via collaboration with cross functional teams across the company whilst delivering the highest degree of customer satisfaction
• This will involve a mix of pro-active work on at risk accounts as well as tactical engagement on critical issues
• The AEE team is an extremely dynamic environment where unique individuals with deep technical expertise and creative flair come together to help customers realise the true value of our platform