Senior Technical Support Engineer (experience in application/software/dev support required)

Company Description
ServiceNow is the Enterprise Cloud Company that is changing the way people work. We are redefining markets and changing the perception of enterprise software. 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.
Job Description
NOTE: Due to the nature of work related to this position, the hired candidate will be required to obtain a Federal Government Clearance. The minimum requirement to obtain this clearance is to be an Australian citizen.
What you get to do in this role
The Support Engineer is part of a global organisation entrusted as a technical resource to guide our customers during critical issues to ensure a timely and effective case resolution. In support engineering, the customer and their positive experience is paramount and central to our daily efforts. ServiceNow support engineering is integral to the success of our customers, as well as for the health of ServiceNow.
In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.
A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support.
Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem solving, a collaborative nature and flexibility will be key to your success.
Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers.

• 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
To be considered for this role, the team requires someone with -

• 5+ years providing customer facing technical support (Web based products or e-commerce, SaaS / PaaS support.)
• Experience providing SaaS / PaaS support.
• JavaScript development skill for the purposes of writing and troubleshooting
• Java and/or PowerShell development skill for the purposes of troubleshooting.
• Advance knowledge of the components in a web applications stack.
• Experience with relational databases (e.g. MySQL, Oracle).
• Strong interpersonal communication skills (essential)

Desirable Skills and Experience

• ServiceNow Admin or Development experience
• A fundamental understanding of ITIL framework
• Experience diagnosing performance-related issues.
• Experience using tools like Splunk/Wireshark and understand of common SaaS cloud and on-premise infrastructure components.
• Well-developed experience implementing, maintaining, or supporting three (or more) of the following:
  • Strong knowledge on LDAP/Active Directory, SSO or other authentication or user management systems (e.g. Azure AD, Okta. SAML, SiteMinder)
  • Strong understanding of Email Infrastructure (e.g. Exchange, Office 365, Postfix)
  • Advance knowledge on Web Services (consuming or providing) (SOAP, REST)
  • Data Extraction Technologies (e.g. JDBC, ODBC) or ETL integrations
  • Strong knowledge on OAuth and OIDC.
  • Experience using Linux/Unix OR Microsoft Server.
• Strong working knowledge on Network infrastructure
• University graduate with a Computer Science degree or equivalent (advantage)

Candidates with less experience will be considered for appropriate roles (based on availability)
Why ServiceNow
We make the world of work, work better for people including our own.
From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.
Making work better for our customers starts with our core values. Together, they guide our people to do the right thing no matter the circumstances.
Read more at our careers page- https://www.servicenow.com/careers.html
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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