Staff Technical Support Engineer- 7/24 SPP-EU

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

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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 behaviours 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.

Please note that this role is for a team that works 24x7 shifts.

These rotational shifts, for which a shift differential 

Qualifications and technical skills that will lead to your success:

• Typically requires a minimum of 8 years of related experience with a Bachelor's degree; or 6 years and a Master's degree
• Customer facing Technical Support experience.
• Advanced real-world experience of JavaScript.
• Strong Networking & Operating Systems experience (Windows/Linux)
• Working knowledge of networking concepts
• Ability to troubleshoot multiple complex technical issues and communicate technical updates to customers.
• Experience in one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell)
• Experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)
• Experience with relational databases (e.g. MySQL, Oracle)
• Ability to contribute as part of a high performing team, while still being able to work independently.
• Proven ability to maintain a professional demeanour when handling complex user issues.
• Experience with ServiceNow Platform preferred.

Desired Skills :

• A fundamental understanding of ITSM, ITIL, or CMDB
• Advanced MySQL or Oracle experience
• Demonstrated proficiency with the following Technical Skills:
  • Web Services (consuming or providing) (SOAP, REST)
  • Data Extraction Technologies (e.g. JDBC, ODBC)
  • Any bi-directional, automated integration between two systems
• Experience with Splunk
• Knowledge and experience with Single Sign-On (SSO) and LDAP authentication protocols.
• Familiarity with Active Directory and Windows Server environments.
• Experience with web services and the ability to troubleshoot issues with REST and SOAP APIs.
• Understanding of SSL architecture and experience with SSL certificate management.

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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

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.

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