Technical Support Engineer, ATOM I 12-month fixed term contract

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
ATOM Team
The team focuses on supporting customers who use the IT Operations and Management (ITOM) & the IT Asset Management (ITAM) products on the ServiceNow Platform. These products include Public and Private Cloud Management, Event Monitoring, Identification & Mapping between IT components, and Automated Configuration/Remediation services. Please refer to the following link for more insight: https://www.servicenow.com/products/it-operations-management.html
Job Description
What you get to do in this role
We are looking for an engineer with a passion for excellence. The Technical Support Engineer will be responsible for managing and resolving challenging issues for ServiceNow partners and customers. This includes developing subject matter expertise within the customer support department and collaborating with other team members in the various technologies.
The successful candidate will be able to quickly gain an understanding of the ServiceNow platform.
This is a customer-facing role in a very collaborative environment and therefore it requires strong interpersonal skills.
Qualifications
What we are looking for in a candidate

• Demonstrated ability to troubleshoot difficult technical issues
• Working knowledge of the components in a web applications stack
• Experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)
• Experience in one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell)
• Experience with relational databases (e.g. MySQL, Oracle)
• Experience administering: Linux/Unix OR Microsoft Server
• Excellent verbal and written communication skills
• Works well in a team environment
• Strong personal commitment to quality and customer service
• Ability to understand and communicate complex technical systems
• Proven ability to maintain a professional demeanour when handling complex user issues

Desirable Skills

• Experience with one or more ServiceNow ITOM and ITAM products (CMDB & Asset Management, Orchestration, Discovery, Mid Server, Service Mapping, Cloud Provisioning and Governance)
• Understanding of SNMP traps and MIBs/OIDs
• Understanding of Networking concepts including TCP/IP, HTTP, concepts of firewall, load balancer and ports
• Familiarity with Powershell script
• Familiarity with VMware, AWS, Azure, Amazon EC2 including appropriate template types (ARM templates, CFT), Event Management Systems.
• Experience with network troubleshooting tools such as Wireshark, Traceroute

Other preferred requirements
Candidate status must have Citizenship or be a Permanent Resident to live/work in Australia
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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