Senior Technical Support Engineer – Service Management – 24*7 rotating shift based roles Job at ServiceNow – Dublin
ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We’re growing fast, innovating faster, and making an impact on our customers’ and employees’ lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we’re on the 2020 list of FORTUNE World’s Most Admired Companies.®
We’re looking for people who are ready to roll up their sleeves and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.
As a Senior Technical Support Engineer, in our Technical Support – Service management Team, you will enable our customers with your passion and knowledge of the ServiceNow Platform and Applications. You will be responsible for managing and resolving the most challenging issues and escalation for the customer and provide technical guidance in addressing their business needs. You will be the voice of the customer into ServiceNow product and development teams for product feedback and improvements. You will play an integral role in building knowledge and be part of strategic initiatives for process improvements.
What you get to do in this role:
Customer Advocate providing support to users/administrators of our platform. Contributing to the growth of best practices for delivery of support services.
Understand our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.
To take ownership, and become the point of contact for customer product and application related issues, and drive them to resolution.
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.
Opportunity 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, and applications
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.
Role requires working in 24/7 shifts on a rotational basis.
To be successful in this role you have:
Bachelor’s in Computer Science (or related technical degree) or 4+ years of related experience within technical support or software coding environment
3+ years of demonstrated ability to quickly and effectively troubleshoot difficult technical issues in a Support, Development or equivalent role.
Strong Experience with relational databases (e.g. MySQL, Oracle)
Experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)
Working knowledge of the components in a web applications stack, and the ability to debug web applications using Developer Tools
Understanding of basic networking and system administration UNIX/Linux/Windows
Experience working well in a team environment while also being able to work productively while unsupervised
Personal commitment to quality and customer service
Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
Ability to work with high-value customer administrators and developers
Excellent time management skills
Ability to work evenings, holidays and weekends as required.
For the recruitment of this position, we are partnering with a single outsourced recruitment vendor who is based in this jurisdiction. This vendor will be responsible for managing your application and the recruitment process for this role, and as such, by applying for this job you are providing your consent that we will share your CV and contact information with them.
ServiceNow is an Equal Employment 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.
If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at +1 (408) 501-8550, or [email protected] for assistance.
For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.
About the Company
Company: ServiceNow –
Company Location: Dublin