Duties:
ServiceNow seeks a Technical Support Engineer to capitalize on the company's momentum. The ServiceNow enterprise IT Service Management platform combines ITIL process support and SaaS delivery to provide a flexible, intuitive, self-managing cloud application.
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 the 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 incidents and escalations in the queue with little or no supervision
Engaging with functional teams like operations and engineering to build, drive and improve tools and processes for quicker issue resolution
Skills:
To be successful in this role, we need someone who has:
Demonstrated ability to troubleshoot complex technical issues
Ability to administer servers across OS platforms (Windows/Unix). Including understanding of user permission levels, domain configuration, group policy objects and execution of SUDO Policies
Remote administration via SSH, SNMP, WMI, PowerShell
Exposure to network monitoring connectors such as SCOM, Solarwinds, etc.
Understanding of SNMP traps and MIBs/OIDs
Ability to understand and modify XML, JSON, and Regular Expressions (RegEx)
Familiarity with AWS, Azure, VMWare, and Amazon EC2, including appropriate template types (ARM templates, CFT)
Understanding of protocols such as HTTP, TCP, FTP/SFTP, SOAP and REST
Experience with troubleshooting tools such as Wireshark, Traceroute
Solid understanding of object-oriented programming skills (Java strongly preferred)
Good knowledge of database concepts.
A fundamental understanding of ITSM, CMDB and ITIL business process
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
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 (Asset Management, Orchestration, Discovery, mid-server, BSM Map & Service Mapping)
Understanding of JavaScript
Familiarity with Eclipse IDE
Previous experience in software development(or) software consulting
Experience providing SaaS support is desirable
Education:
4+ years of customer-facing technical support experience
Ability to troubleshoot complex technical issues with ease and complexity
Ability to read basic Java/JavaScript code
Ability to explain solutions to complex technical problems
Seniority level
Mid-Senior level
Employment type
Contract
Job function
Business Development, Management, and Customer Service
Industries
Software Development, IT Services and IT Consulting, and Business Consulting and Services