Customer Support Representative at ServiceNow

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

25 Dec, 25

Salary

0.0

Posted On

26 Sep, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Technical Support, AI Integration, Problem Solving, Communication, Teamwork, Training, Triage, Incident Logging, Software Knowledge, Hardware Knowledge, Workflow Automation, Enterprise Software, SaaS, Customer Care, Attention to Detail

Industry

Software Development

Description

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. 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 Logging calls and incidents on the IT Service Desk and maintaining details of software / hardware problems detected. Providing initial triage technical support; answering support queries via phone or e-mail in a timely efficient manner. You will be escalating to internal or external support resources and Subject Matter Experts when necessary. You will be supporting users in the use of the ServiceNow platform by providing necessary advice and/or training. You will perform initial triage of customer cases with documented solutions and/or workarounds. Qualifications To be successful in this role you have Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry. Technical background and ability to learn and absorb technology quickly. Prior experience in a Customer HUB or Customer Care function for an Enterprise Software or SaaS environment is highly desired. The ability to communicate effectively with people at all levels. The ability to ask clear and precise questions of the customer to ascertain the exact details of the problem. The ability to work as part of a team and on their own initiative. 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. From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

Responsibilities

The Customer Support Representative will log calls and incidents on the IT Service Desk, providing initial triage technical support and escalating issues as necessary. They will also support users in utilizing the ServiceNow platform through advice and training.