Technical Support Engineer

ServiceNow

4.7

(132)

Staines-upon-Thames, United Kingdom

Why you should apply for a job to ServiceNow:

  • 4.7/5 in overall job satisfaction
  • 4.7/5 in supportive management
  • 92% say women are treated fairly and equally to men
  • 91% would recommend this company to other women
  • 95% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Flexible PTO policy intended to empower full-time employees to balance their professional and personal lives.
  • ServiceNow offers to 20 weeks of paid parental leave and generous family leave.
  • Access to ServiceNow's Diversity, Inclusion and Belonging Community consisting of nine employee-led Belonging Groups.
  • #JB0056559

    Position summary

    ogies and troubleshooting practices to ensure successful resolution of challenging technical situations.

    • Manage and resolve all issues.

    • Experience assessing, troubleshooting, resolving and providing root cause analysis for ServiceNow Product issues.

    • Manage customers' expectations and experience in a way that results in high customer satisfaction.

    • Maintain technical expertise in assigned areas of product functionality and use that expertise to help customers.

    • pportunity to become Subject Matter Expert in assigned areas of product functionality and utilize that expertise effectively to help customers. Share and deliver knowledge sessions with peers globally.

    • Opportunity to create scripts to automate repetitive tasks or scripts to enable faster troubleshooting.

    • Help in development and mentoring of team members in various technologies and ServiceNow Platform.

    • Suggest and implement improvements to internal processes.

    • Work on technical and non-technical projects.

    • Communicate with customers and our teams through case, phone and other electronic methods.

    • Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers.

    • Maintain impeccable case hygiene and customer related files and records.

    • Participate in the weekend support on-call rotation.

    Qualifications

    Qualifications and technical skills that will lead to success:

    • To be successful in this role you have:

      Bachelor's in Computer Science (or related technical degree) or 2+ years of related experience within technical support or software coding environment

      Experience with the following:

      o UI development or support experience

      o Experience in two (or more) of the following: CSS, AJAX, ReactJS, GraphQL, AngularJS, Mobile application development

      o Reading and debugging Java and JavaScript code (Writing JavaScripts will be beneficial)

      o Troubleshooting experience using browser developer tools

    • Advance knowledge of the components in cloud/web applications and experience in Application Support. Mobile application support experience will be bonus.

    • Scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell)

    • Good experience with relational databases (e.g. MySQL, Oracle).

    • Good experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)

    • Experience using Linux/Unix OR Microsoft Server

    • Demonstrated ability to understand the problem statement and troubleshoot complex technical issues with ease

    • Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems

    • Personal commitment to quality and customer service

    • Ability to multi-task and efficiently manage case backlog

    • Should be a team player working efficiently in a collaborative environment

    • Proven ability to maintain a professional demeanor when handling complex user issues (difficult customers)

    • Leading investigation and resolving complex issues and escalations while demonstrating exceptional technical understanding, business process and customer needs in timely manner.

    • Desired Skills

    • Experience providing SaaS support

    • Experience developing applications within the ServiceNow Platform

    • Experience diagnosing performance related issues.

    • Experience using tools like Eclipse, Splunk, Xcode, Android studio, SauceLab

    Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

    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. Learn more here.

    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. ©2024 Fortune Media IP Limited. All rights reserved. Used under license.

    Why you should apply for a job to ServiceNow:

  • 4.7/5 in overall job satisfaction
  • 4.7/5 in supportive management
  • 92% say women are treated fairly and equally to men
  • 91% would recommend this company to other women
  • 95% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Flexible PTO policy intended to empower full-time employees to balance their professional and personal lives.
  • ServiceNow offers to 20 weeks of paid parental leave and generous family leave.
  • Access to ServiceNow's Diversity, Inclusion and Belonging Community consisting of nine employee-led Belonging Groups.