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22

April

Senior Technical Support Engineer - Federal

ServiceNow - Sydney, NSW

IT
Source: uWorkin

JOB DESCRIPTION

Company Description

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 roll up their sleeves 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

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.

Qualifications

In order to be successful in this role, we need someone who has:
  • Highly experienced in their ability to troubleshoot difficult technical issues with ease
  • Experience writing or debugging Object Oriented code - Java preferred
  • 2+ years working experience in JavaScript
  • Experience working with dynamic HTML components: AJAX, JavaScript, AngularJS, CSS, XML, HTML, XHTML
  • 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.
  • We value a work-life balance while also collaborating through a consistent presence in the office
Nice to Haves
  • Working knowledge of ServiceNow Platform
  • Fundamental understanding of Linux and/or UNIX knowledge
  • A fundamental understanding of IT service management and the ITIL business process
  • Web Services (consuming or providing) (SOAP, REST)
  • Data Extraction Technologies (e.g. JDBC, ODBC)
  • Any bi-directional, automated integration between two systems
  • Understanding of remote administration via SSH, SNMP, WMI, Powershell.
  • Strong Familiarity with Eclipse IDE
  • A fundamental understanding of ITSM, ITIL, and/or CMDB
  • Strong Experience with relational databases (e.g. MySQL, Oracle)

Minimum Requirements
  • The ideal candidate is a college 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.

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.

If you are an individual with a disability and 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 +1 (408) 501-8550, or 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.