Senior Technical Support Engineer, ServiceNow
More information about location
2-3 days a week in office
Cloud-based digital workflows for enterprises
Be an early applicant
Cloud-based digital workflows for enterprises
1001+ employees
Be an early applicant
More information about location
2-3 days a week in office
1001+ employees
Company mission
To transform IT to revolutionise the enterprise.
Role
Who you are
- 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
- 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)
- A strong commitment to own development by continuously updating knowledge, skills, and abilities
- The ability to understand problem statements and troubleshoot complex technical issues with ease
- The ability to take ownership and lead the investigation to resolve complex issues
- The ability to build a trustworthy reputation by honoring agreements and reliably following through on commitments
- A proven ability to maintain a professional demeanor when handling complex user issues
- Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
- A personal commitment to quality and customer service
- The ability to remain focused on achieving key goals, even in the face of obstacles and setbacks
- The ability to multi-task and efficiently manage the case queue
- The ability to respond to different situations with an appropriate level of flexibility
- The ability to operate in a demanding and high presssure environment
- A team player attitude to work efficiently in a collaborative environment
- The ability to adapt to a fast changing environment
What the job involves
- The Global Technical Support team is a diverse, creative, fast-growing team! We provide technical support around the clock. Support Centers are located in Australia, India, Ireland, Japan, the Netherlands, the UK, and the US. We are looking for engineers who have a passion for technology, problem-solving and are eager to help customers
- As a 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 escalations for the customer and providing technical guidance in addressing their business needs.
- You will be the voice of the customer in 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
- 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
- Work on and resolve technical issues reported by internal and external customers
- Maintain impeccable case hygiene and customer-related files and records
- Customer Advocate providing support to users/administrators of our platform
- Understand our platform, cloud technologies, and troubleshooting practices to ensure the successful resolution of challenging technical situations
- 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
- 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
- Opportunity to create scripts to automate repetitive tasks or scripts to enable faster troubleshooting
- 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
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
(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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