Full Time Posted 20 days ago

Company Description

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. 

With more than 7,400+ customers, we serve approximately 80% of the Fortune 500, and we're on the 2021 list of FORTUNE World's Most Admired Companies®. 

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.


Job Description

What you get to do in this role: 

·       Providing support to users/administrators of our platform. Supporting and contributing to the growth of best practices for delivery of support services.

·       Understanding our platform, Cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.

·       Acting as a customer advocate, prioritizing and managing assigned cases and escalations in queue with little or no supervision.

·       Engaging with the cross functional teams like operations and engineering to build, drive and improve tools and processes for quicker issue resolution.

This includes being the last point of escalation within the customer support department and mentoring junior team members in the various technologies.


Qualifications

Qualification & Experience

·       Must have bachelor’s degree in Computer Science or related field (or equivalent degree and experience)

·       2-6 years providing customer facing technical support (Web based products or e-commerce preferred)

·       Candidates will lesser experience will be considered for appropriate roles.

In order to be successful in this role, we need someone who has:

·       Working knowledge of the components in a web applications stack.

·       AngularJS framework knowledge

·       Experience working with dynamic HTML components: AJAX, JavaScript, CSS, XML, HTML, XHTML

·       Must have basic object-oriented programming skills (Java strongly preferred)

·       Good to have basic understanding of SQL.

·       Strong troubleshooting/root cause isolation skills 

·       Demonstrated creative problem-solving approach and strong analytical skills

·       Must be proficient with analyzing log files and standard debugging concept.

·       Experience providing web development support is highly desirable.

·       Familiarity with tools & practices of the trade such as incident management, knowledgebase, defect & escalation management.

·       Excellent communication skills (verbal and written).

 Preferred Skills (Great to have)

·       Previous experience working with the ServiceNow platform (Client Scripts, UI Policies/Actions/Pages/Scripts/Macros)

·       Experience with configuring Virtual Agent and Agent Workspace.

·       Understanding of bootstrap framework

·       Understanding of message communication protocols.

·       Working understanding of JavaScript

·       Familiarity with Eclipse IDE

·       Previous experience in software development(or) software consulting.

·       Experience supporting and troubleshooting e-commerce applications with catalog, shopping cart, merchandising and payment handling is highly desirable.

·       Experience providing SaaS support is desirable.

 

Opportunity

Those we hire will be trained and mentored in these technologies as appropriate by our senior staff and will work to support a growing base of customers globally. Successful candidates will enjoy a generous earning potential and the chance to expand their role in the company as we grow.

We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business. 


Additional Information

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.

All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more.

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 talent.acquisition@servicenow.com 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.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

Work personas

Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office. 

Required in Office

A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.

Flexible 

A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.

Remote

A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.


Mission
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Tech Support Engineer