Technical Support Engineer Employee & Customer Management (ECM)

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 AIenhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloudbased platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. 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:

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.

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Qualifications

Qualifications and technical skills that will lead to success:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decisionmaking, or problemsolving. This may include using AIpowered tools, automating workflows, analyzing AIdriven insights, or exploring AIs potential impact on the function or industry.
• 24+ years customer facing technical support experience
• Ability to troubleshoot difficult technical issues with ease and complexity
• Ability to read basic JavaJavaScript code
• Personal commitment to quality and customer service
• Demonstrated ability to troubleshoot difficult technical issues
• Working knowledge of the components in a web applications stack
• Experience in one (or more) of the following: JavaScript, CSS, HTML, XML
• Good experience writing or debugging JavaScript (or other object orientated languages)
• Good experience in using browser debug tools, i.e. F11 tools in IE, Firebug, Chrome developer tools, etc.
• Excellent verbal and written communication skills
• Works well in a team environment
• Strong personal commitment to quality and customer service
• Ability to understand and communicate complex issues and technical processes
• Proven ability to maintain a professional demeanor when handling complex user issues and dealing with customers

• Optional Skills:

  • A fundamental understanding of ITSM, ITIL, or CMDB
  • Experience in one (or more) of the following: UNIX Shell, AJAX, ReactJS, GraphQL, Angular
  • Basic experience administering: LinuxUNIX OR Microsoft Server

  • 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 thirdparty 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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