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February

Senior Technical Support Engineer - Federal

ServiceNow - Sydney, NSW

IT
Source: uWorkin

JOB DESCRIPTION

Job Title: Senior Technical Support Engineer - Federal

Location: Sydney, Australia

NOTE: Due to the nature of work related to this position, employee will be required to obtain a Federal Government Clearance. The minimum requirement to obtain this clearance is to be an Australia citizen.

Who We Are

ServiceNow is the Enterprise Cloud Company that is changing the way people work. We are redefining markets and changing the perception of enterprise software. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before. Our cloud platform allows enterprises to bring together business strategy, application design and operations in a powerfully simple solution.

ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before.

We’re disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product, and we live for our customers. We have high expectations and a career at ServiceNow means challenging you to always be better.

What You Get To Do In This Role

  • The Senior Technical Support Engineer will be responsible for managing and resolving the most challenging issues for the ServiceNow Technical Support team focusing on ServiceNow Technologies. This includes being the last point of escalation within the technical support department and mentoring junior team members in the various technologies.
  • The successful candidate will be able to quickly gain an understanding of the ServiceNow platform. This is a customer-facing role and therefore it requires strong inter-personal skills in addition to strong technical skills. The Technical Support Engineer must able to work outside of normal business hours (evening/weekend shifts, holidays, on-call) as needed.
In order to be successful in this role, we need someone who has:
  • Good experience with relational databases (e.g. MySQL, Oracle). Experience needed includes effectively querying tables, indexing, managing data/data manipulation and proven demonstrable ability to tune SQL queries
  • Good experience administering Linux/Unix OR Microsoft Server
  • Good experience in one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell)
  • Good experience using terminal to review large log files, search for patterns, identify issues and manipulate output
  • Demonstrated ability to troubleshoot difficult technical issues
  • Working knowledge of the components in a web applications stack
  • Bachelor's degree in Computer Science or related field required (or equivalent degree and experience)
  • 5+ years providing customer facing technical support (Web based products or e-commerce preferred)
  • Strong Familiarity and good experience with Eclipse IDE and code debugging
  • Good experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)
  • Excellent verbal and written communication skills in English, additional languages advantageous
  • Works well in a team environment
  • Strong personal commitment to quality and customer service
  • Ability to understand and communicate complex technical systems
  • Proven ability to maintain a professional demeanour when handling complex user issues
  • We value a work-life balance while also collaborating through consistent presence in the office
Nice to Haves
  • Ability to read Java
  • Working knowledge of ServiceNow Platform
  • A fundamental understanding of IT service management and the ITIL business process
  • Web Services (consuming or providing) (SOAP, REST)
  • Experience troubleshooting and optimising web application performance
  • Previous experience in software development(or) software consulting
  • Experience supporting and troubleshooting e-commerce applications with catalogue, shopping cart, merchandising and payment handling is highly desirable.
  • Experience providing SaaS support is desirable
  • The ideal candidate is a university graduate and has at least 3-5 years of relevant experience

Minimum Requirements
  • University graduate with a Computer Science degree or equivalent.
  • 5+ years providing customer facing technical support (Web based products or e-commerce preferred)
  • Strong interpersonal communication skills are essential.
  • Candidates with lesser experience will be considered for appropriate roles.