Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
What you get to do in this role:
* Provide support to users/administrators of our platform as a Customer Advocate, contributing to the growth of support best practices.
* Understand our platform, cloud technologies, and troubleshooting practices to resolve complex technical issues.
* Manage and resolve all customer issues effectively.
* Assess, troubleshoot, resolve, and perform root cause analysis on ServiceNow Product issues.
* Manage customer expectations to ensure high satisfaction.
* Maintain and deepen technical expertise in assigned product areas to assist customers.
* Become a Subject Matter Expert in specific product functionalities, sharing knowledge globally.
* Create scripts to automate repetitive tasks and enable faster troubleshooting.
* Assist in the development and mentoring of team members across technologies and the ServiceNow Platform.
* Suggest and implement process improvements.
* Participate in technical and non-technical projects.
* Communicate with customers and teams via case management, phone, and electronic methods.
* Create knowledge base materials to improve operational efficiency and empower customers.
* Maintain case hygiene and accurate customer records.
* Participate in weekend support on-call rotations.
Qualifications
* Experience with AI integration in work processes, decision-making, or problem-solving, including using AI tools, automating workflows, or analyzing AI insights.
* UI development or support experience.
* Proficiency in technologies such as CSS, AJAX, ReactJS, GraphQL, AngularJS, Mobile app development.
* Knowledge of cloud/web application components and application support, including mobile support.
* Experience with relational databases like MySQL or Oracle.
* Experience writing or debugging Object-Oriented code (Java preferred).
* Strong troubleshooting skills for complex technical issues.
* Excellent communication skills to articulate solutions clearly.
* Commitment to quality and customer service.
* Ability to multitask and manage case backlog efficiently.
* Team player with a professional demeanor when handling complex issues.
* Experience leading investigations and resolving escalations promptly.
Desired Skills
* Experience supporting SaaS environments.
* Experience developing within the ServiceNow Platform.
* Experience diagnosing performance issues.
* Familiarity with tools like Eclipse, Splunk, Xcode, Android Studio, SauceLab.
We encourage you to apply even if you don't meet every qualification. We value diversity and unique experiences, which enrich our team. Dream big and be an exceptional candidate!
Additional Information
We embrace flexible and trust-based work arrangements. Work personas (flexible, remote, or in-office) are assigned based on job nature. Learn more here.
Equal Opportunity Employer
ServiceNow is committed to equal opportunity employment. All qualified applicants will receive consideration regardless of race, color, creed, religion, sex, sexual orientation, national origin, age, disability, gender identity, marital status, veteran status, or any other protected category. We also consider applicants with arrest or conviction records in accordance with legal requirements.
Accommodations
If you need reasonable accommodations during the application process or require an alternative application method, please contact [emailprotected].
Export Control Regulations
Positions requiring access to controlled technology may require export license approval from government authorities. Employment is contingent upon obtaining any necessary export licenses or approvals.
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