Senior Tech Support Engineer, ServiceNow
Platform Technologies & Data Integrity
Office located in The Sharp, Dublin
Cloud-based digital workflows for enterprises
Job no longer available
Cloud-based digital workflows for enterprises
1001+ employees
Job no longer available
Office located in The Sharp, Dublin
1001+ employees
Company mission
To transform IT to revolutionise the enterprise.
Role
Who you are
- A Bachelor's in Computer Science (or related technical degree) or 3+ years of related experience within a technical support environment
- A good understanding of Object-oriented programming languages like Java
- An understanding and knowledge of the components in the web applications stack
- An understanding and knowledge of the scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell
- An understanding and knowledge of Linux/Unix
- A Very Strong Experience with relational databases (e.g. MySQL, Oracle)
- Demonstrated the ability to understand problem statements and troubleshoot complex technical issues with ease
- Be able to take ownership and lead the investigation to resolve complex issues
- A proven ability to maintain a professional demeanor when handling complex user issues (difficult customers)
- Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
- Demonstrated personal commitment to quality and customer service
- An ability to multi-task and efficiently manage the case queue
- A team player attitude to work efficiently in a collaborative environment
- Weekend work will be expected (1 day per month) and compensated in time or financially
What the job involves
- You will be joining the team named Platform Technologies
- The team is responsible for the platform and data integrity. As such, the team handles issues related to the database (tables, columns, data format), upgrades, plugin installations, clones, reporting, performance analytics, artificial intelligence, and all features supporting developers in their daily activities
- Customer Advocate providing support to users/administrators of our platform. Contributing to the growth of best practices for the 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 a 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 the development and mentoring of team members in various technologies and the 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
- Experience assessing, troubleshooting, resolving, and providing root cause analysis for ServiceNow Product issues related to upgrades, cloning, tables, reporting, performance analytics, artificial intelligence, automated test framework, studio and development tools, plugins and applications
Our take
ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations, transforming old, manual ways of working into modern digital workflows. The company was founded in 2004 with a vision to build a cloud-based platform that would enable regular people to route work effectively through the enterprise.
Much as Salesforce enables a company to manage its external clients by keeping a record of all contacts and interactions, ServiceNow promises an internal system to meet the needs of employees. It has succeeded in claiming half the market, setting itself apart from legacy IT service-management software players like BMC Software, Hewlett Packard Enterprise, Cherwell Software and CA Technologies.
The company's success comes from two product traits: simplicity and customisability. ServiceNow's IT tools don't require the IT department to set them up. Once running, they offer a single collection centre for requests, data points and checklists, all of which can in turn be analysed by algorithms to predict needs, flag concerns and measure efficiency.
The company has more than 7500 customers, including 80% of the Fortune 500 list of the United States' largest corporations. ServiceNow now looks to increase its revenue threefold in upcoming years and has entered into a 5-year partnership plan with Visa, beginning with the launch of a Visa-integrated dispute resolution solution for issuers. The company is prioritising organic growth over mergers and acquisitions, with a target revenue of $15 billion, something which its Visa partnership will no doubt aid in achieving.
Freddie
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Mar 2012
$11m
GROWTH EQUITY VC
Feb 2012
$17.9m
GROWTH EQUITY VC
Total funding: $83.8m
Company benefits
- Commuter benefits
- Annual learning stipends
- Work from home opportunities
- Generous family leave
- Matched donations
- Flexible PTO
- 401(k) matching
- Paid volunteer time
Company HQ
Santa Clara, CA
Leadership
Fred Luddy
(Founder & Chairman Of The Board)Previously Software Developer at Amdahl Corporation for 4 years and CTO at Peregrine Systems for 13 years.
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