Job Description

Company DescriptionIt 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 500xc2xae. 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.What you get to do in this role:In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support.Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem solving, a collaborative nature and flexibility will be key to your success.Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers.QualificationsQualifications and technical skills that will lead to success:Must have bachelor's degree in Computer Science or related field (or equivalent degree and experience)xc2xb7 2+ years providing customer facing technical support (Web based products or e-commerce preferred)xc2xb7 Candidates will lesser experience will be considered for appropriate roles.In order to be successful in this role, we need someone who has:xc2xb7 Ability to comprehend, modify server-side object-oriented JavaScript, Unix Shell scripting and Windows scripting and Powershell.xc2xb7 Ability in server administration across OS platforms (Windows/Unix). Including understanding of user permission levels, domain configuration, group policy objects and execution of SUDO Policies.xc2xb7 Remote administration via SSH, SNMP, WMI, PowerShellxc2xb7 Understanding of SNMP traps and MIBs/OIDsxc2xb7 Ability to understand and modify XML, JSON, Regular Expressions (RegEx)xc2xb7 Familiarity with AWS, Azure, VMWare, Amazon EC2 including appropriate template types (ARM templates, CFT)xc2xb7 Understanding of protocols such as HTTP, TCP, FTP/SFTP, SOAP and RESTxc2xb7 Experience with troubleshooting tools such as Wireshark, Traceroutexc2xb7 Solid understanding of object-oriented programming skills (Java strongly preferred)xc2xb7 Good understanding of database concepts.xc2xb7 A fundamental understanding of ITOM, CMDB and ITIL business processxc2xb7 Strong troubleshooting/root cause isolation skillsxc2xb7 Demonstrated creative problem-solving approach and strong analytical skillsxc2xb7 Must be proficient with analyzing log files and standard debugging concept.xc2xb7 Experience providing web development support is highly desirable.xc2xb7 Familiarity with tools & practices of the trade such as incident management, knowledgebase, defect & escalation management.xc2xb7 Excellent communication skills (verbal and written).Preferred Skills (Great to have)xc2xb7 Previous experience working with the ServiceNow platform (Asset Management, Orchestration, Discovery, Mid Server, BSM Map & Service Mapping)xc2xb7 Understanding of JavaScript.xc2xb7 Familiarity with Eclipse IDE.xc2xb7 Previous experience in software development(or) software consulting.xc2xb7 Experience supporting and troubleshooting e-commerce applications with catalog, shopping cart, merchandising and payment handling is highly desirable. Experience providing SaaS support is desirable.Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!Additional InformationWork PersonasWe 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. .Equal Opportunity EmployerServiceNow 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.AccommodationsWe 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 for assistance.Export Control RegulationsFor 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.From Fortune. xc2xa92024 Fortune Media IP Limited. All rights reserved. Used under license.

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