Senior Technical Support Engineer

Job Description

What you get to do in this role :

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.

This is a full-time position based on a flexible persona (office presence required 2 to 3 days a week), it requires weekend work (approximately one day every 4 weeks) and bank holiday work at times when coverage is needed.

The Team :

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.

What you get to do in this role :

• 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.

Qualifications

Qualifications and technical skills that will lead to your success :

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 globaltalentss@servicenow.com 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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