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As a Senior 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. The focus will be on addressing complex Integration issues that are inbound or outbound of the ServiceNow Platform. 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. As part of this team, you will be expected to learn our product suite as it continues to grow so you can best understand and support how our customers make use of our platform.

Duties

• 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.

• Assess, troubleshoot, resolve and provide 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.

• Suggest and implement improvements to internal processes and work on technical and non-technical projects.

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

• Handle incoming phone calls for existing and new customer issues.

Skills and Experience

• Must have 2+ years of related experience within either application technical support or software development environment.

• JavaScript development skill for the purposes of writing and troubleshooting

Must have well developed experience implementing, maintaining, or supporting two (or more) of the following:

• Strong knowledge on LDAP/Active Directory, SSO or other authentication or user management systems (e.g. Azure AD, Okta. SAML, SiteMinder)

• Strong understanding of Email Infrastructure (e.g. Exchange, Office 365, Postfix)

• Advance knowledge on Web Services (consuming or providing) (SOAP, REST)

• Data Extraction Technologies (e.g. JDBC, ODBC) or ETL integrations

• Strong working knowledge on Network infrastructure

Expected Capability

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

• Demonstrated ability to understand, create and speak to use cases based on reported issues/problem statements to progress investigations and identify possible causes of the reported behaviour.

• 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.

• Leading investigation and resolving complex issues and escalations while demonstrating exceptional technical understanding, of business processes and customer needs promptly.

• Ability to drive bridge/ conference calls to achieve resolution of the issue while keeping varying level of stakeholders informed on the progress.

• Ability to work on high-priority cases with different regions via verbal or written handover process.

• Strong personal commitment to quality and customer service.

• Work in accordance with agreed KPIs.

Desired Skills

• ServiceNow Admin or Development experience is highly desirable.

• Strong knowledge on OAuth and OIDC.

• Experience providing SaaS / PaaS support.

• A fundamental understanding of ITIL framework

• Experience diagnosing performance-related issues.

• Experience using tools like Splunk/Wireshark and understand of common SaaS cloud and on-premise infrastructure components.

• Java and PowerShell development skill for the purposes of troubleshooting.

• Advance knowledge of the components in a web applications stack.

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

• Experience using Linux/Unix OR Microsoft Server.

• Strong knowledge on OAuth and OIDC.

Education

Bachelor's in Computer Science (or related technical degree) preferred

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.

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