Senior Technical Support Engineer - Federal

at  Servicenow

Company Description
At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.
Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.
Job Description
NOTE: Due to the nature of work related to this position, employee will be required to obtain a Federal Government Clearance. The minimum requirement to obtain this clearance is to be an Australian citizen.

WHO WE ARE

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.

TECHNICAL SKILLS

• Bachelor’s or higher in Computer Information Systems or equivalent experience in a related field
• Strong experience working with dynamic HTML components: AJAX, JavaScript, CSS, XML, HTML, XHTML.
• Strong experience with AngularJS and GraphQL
• Strong experience working in Java or similar backend programming language.
• Experience and understanding of Object-Oriented Design
• Experience with relational databases such as MySQL, Oracle
• Working knowledge of the components in a web applications stack
• Familiarity with Linux, UNIX or other OS
• Basic knowledge and understanding of Network terminology.
• 5+ years providing customer facing technical support (Web based products or e-commerce preferred)
• Must have bachelor’s degree in computer science or related field (or equivalent degree and experience)
• Candidates with lesser experience will be considered for appropriate roles.

DESIRABLE SKILLS

• Previous experience working with the ServiceNow platform (Client Scripts, UI Policies/Actions/Pages/Scripts/Macros/Widgets)
• ServiceNow Certifications.
• Experience providing SaaS support is desirable

WHAT YOU GET TO DO IN THIS ROLE

• We are looking for an engineer with a passion for excellence. The Snr Technical Support Engineer will be responsible for managing and resolving challenging issues for ServiceNow partners and customers. This includes developing subject matter expertise within the customer support department and collaborating with other 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 be able to work outside of normal business hours (evening/weekend shifts, holidays, on-call) as needed
  Qualifications

TO BE SUCCESSFUL IN THIS ROLE, WE NEED SOMEONE WHO HAS

• Demonstrated ability to troubleshoot the most difficult technical issues.
• Demonstrated creative problem-solving approach and strong analytical skills.
• Proficiency in analysing log files and standard debugging concept.
• Excellent client/ customer management skills
• Excellent written and verbal communication skills in English - with the ability to clearly articulate solutions to complex technical problems
• Ability to work with high-value customer administrators and developers.
• Excellent time management skill
• Knowledge of and experience in incident, problem, and change management as well as knowledgebase management, defect & escalation management.