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) 

2+ years working experience in one (or more) scripting languages: 
JavaScript, Python, Perl, UNIX Shell, Windows PowerShell) 

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.