Technical Support Engineer - Integrations & Automations (24/7 Shifts and weekend rotations)

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.
Job Description
What you get to do in this role:
In this role, you will also play a critical part in supporting and troubleshooting integrations and automation within the ServiceNow platform. This includes diagnosing and resolving complex issues related to inbound and outbound data flows, API integrations (such as REST and SOAP), and workflow automation that streamline business processes. Additionally, you will support the Configuration Management Database (CMDB), ensuring the accuracy, completeness, and integrity of configuration item (CI) data. You will troubleshoot issues related to CMDB data and its integrations with other IT systems, helping maintain a reliable single source of truth for IT infrastructure. Your expertise will enable seamless connectivity between ServiceNow and other enterprise systems, optimize operations through efficient automation, and support IT service management by maintaining accurate asset and relationship mapping within the platform.
Qualifications
Technical Expertise (3+ Years)

• Solid understanding of ITSM, ITIL, and CMDB frameworks.
• Skilled in web services development and consumption (SOAP, REST).
• Proficient with relational databases such as MySQL and Oracle.
• Experienced with data extraction technologies including JDBC and ODBC.
• Developed bi-directional, automated integrations between multiple systems.

Programming & Development

• Extensive hands-on experience developing real-world applications using JavaScript.
• Ability to read and understand Java and JavaScript code.

Networking & Systems

• Strong knowledge of networking concepts and operating systems (Windows/Linux).
• Proven track record in troubleshooting complex technical issues effectively.

Customer Support & Communication

• Experience in customer-facing technical support roles (advantageous).
• Excellent written and verbal communication skills, capable of clearly articulating complex technical solutions.
• Skilled at understanding and explaining intricate technical processes to diverse audiences.

Professional Attributes

• Strong commitment to quality and customer service.
• Effective team player with the ability to work independently.
• Maintains professionalism when handling challenging user issues.
• Excellent time management skills and flexibility to work day, evening, night shifts, and weekends as needed.

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. Learn more here .
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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