Sr Technical Support Engineer - USG at ServiceNow
ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®
We’re looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.Job Description
*This will be for 3rd Shift, 4 AM EST to 1 PM EST*
“This position requires passing a ServiceNow background screening, USFedPASS (US Federal Personnel Authorization Screening Standards). This includes a credit check, criminal/misdemeanor check and taking a drug test. Any employment is contingent upon passing the screening. Due to Federal requirements, only US citizens, US naturalized citizens or US Permanent Residents, holding a green card, will be considered.”
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 collaborate with different internal teams to provide great customer experience. We thrive to meet objectives, maintaining work focus despite obstacles or setbacks.
We are looking for a experienced Senior Support Engineercwith a passion for excellence. The Senior TSE will be responsible for managing and resolving challenging issues for ServiceNow Federal partners and customers. This includes developing subject matter expertise within the Federal technical support department which includes ServiceNow’s full scope of supported offerings. The engineer is responsible for owning and resolving issues on a daily basis, technical cases created by customers seeking help to understand or resolve unexpected behavior or answer technical questions about the ServiceNow software and platform. In this role you will work with our government customers and partners on our full catalog of services including Automation, Service Management, Platform Technologies, Performance, Integrations, and User Experience. Support engineers use the ServiceNow platform via an internal implementation of its tools to diagnose customer issues. Cases are created by customers and managed by engineers using the ServiceNow software platform. The successful candidate will be able to quickly gain an understanding of the ServiceNow platform and all core functionality. This is a customer-facing role in a very collaborative environment and therefore it requires strong interpersonal skills. This opportunity may evolve to include additional responsibilities and opportunities for career growth.
What you get to do in this role:
- Manage and resolve challenging issues for ServiceNow partners and customers.
- Resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or answer technical questions about the ServiceNow software and platform.
- Gain an understanding of the ServiceNow platform and all core functionality.
- Analyze data with a view to isolate the potential cause of the issue.
- Involve others to accomplish personal and group goals.
To be successful in this role you have:
- 4+ years Technical Support experience
- Working knowledge of the components in a web applications stack
- Experience with relational databases such as MySQL
- Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
- Strong personal commitment to quality and customer service
- Ability to work with high-value customer administrators and developers
- Understanding of basic networking and system administration.
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.
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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