Vacancy expired!
- As a Technical Support Engineer, you will enable our customers with your passion and knowledge of the ServiceNow Platform.
- 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.
- 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.
- 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.
- 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.
- Suggest and implement improvements to internal processes.
- Work on technical and non-technical projects.
- The successful candidate will be responsible for direct support of ServiceNow customer developers and administrators.
- This includes web/email support as well as direct telephone support.
- 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.
- Experience in writing/debugging on one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell Solid understanding of Object-Oriented programming.
- Java preferred Advanced understanding of Networking concepts including TCP/IP, HTTP, SSH protocols, concepts of firewall, load balancer and ports Good Experience in using Linux/Unix OR Microsoft Server
- 2+ years Technical Support Experience
- Experience in writing/debugging on one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell Solid understanding of Object-Oriented programming. Java preferred
- Advanced understanding of Networking concepts including TCP/IP, HTTP, SSH protocols, concepts of firewall, load balancer and ports
- Good Experience in diagnosing performance related issues by analyzing Heap dumps or Thread Stacks Good Experience in using Linux/Unix OR Microsoft Server Good knowledge of the components in a web applications stack.
- Good knowledge on RDBMS (MySQL, Oracle) Familiarity with VMware, AWS, Azure, Event Management System
- 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)
- Experience providing SaaS support
- Experience working with the ServiceNow Platform
- A fundamental understanding of ITSM or ITIL framework
Vacancy expired!