Sr Technical Support Engineer - Automation at ServiceNow
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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.
What you get to do in this role:
- 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.
To be successful in this role you have:
- 4+ years of related experience with a Bachelor's degree in a technical capacity; or 3 years and a Master's degree; or a PhD without experience; or equivalent work experience.
- Advanced understanding of Object-Oriented programming. Java preferred
- Advanced understanding of Networking concepts including TCP/IP, HTTP, SSH protocols, concepts of firewall, load balancer and ports
- Good Experience in diagnosing performance related issues by analysing Heap dumps or Thread Stacks
- Good Experience in using Linux/Unix OR Microsoft Server
- Good knowledge of the components in a web applications stack.
- Good knowledge on RDBMS (MySQL, Oracle)
- Familiarity with VMware, AWS, Azure, Event Management System
- 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
- Proven ability to maintain a professional demeanor when handling complex user issues (difficult customers)
- Moderate Portuguese Language Proficiency
- Experience providing SaaS support
- Experience working with the ServiceNow Platform
- A fundamental understanding of ITSM or ITIL framework
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. Visit our Candidate FAQ page to 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 [email protected] 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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Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office.
Required in Office
A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.
A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.
A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.