Enable America Jobs

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog (https://blogs.servicenow.com/category/life-at-now.html) and hear from our employees (https://www.youtube.com/playlist?list=PLtPPHGXv_JpmhypERyQKm5zO2Wd65QinB) about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

What you get to do in this role

• Work on and resolve technical issues reported by internal and external customers.

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

• Customer Advocate providing support to users/administrators of our platform. Contributing to the growth of best practices for the delivery of support services.

• Understand our platform, cloud technologies, and troubleshooting practices to ensure successful resolution of challenging technical situations.

• Experience assessing, troubleshooting, resolving, and providing root cause analysis for ServiceNow Product issues related to upgrades, cloning, tables, reporting, performance analytics, artificial intelligence, automated test framework, studio and development tools, plugins and applications.

• 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 a 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 the development and mentoring of team members in various technologies and the 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.

NOTE : Weekend work will be expected (1 day per month) and compensated in time or financially.

To be successful in this role you must have

• A Bachelor's in Computer Science (or related technical degree) or 3+ years of related experience within a technical support environment.

• A good understanding of Object-oriented programming languages like Java.

• An understanding and knowledge of the components in the web applications stack.

• An understanding and knowledge of the scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell.

• An understanding and knowledge of Linux/Unix.

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

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

• Be able to take ownership and lead the investigation to resolve complex issues.

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

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

• Demonstrated personal commitment to quality and customer service.

• An ability to multi-task and efficiently manage the case queue.

• A team player attitude to work efficiently in a collaborative environment.

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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here (https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/other-document/careers/new-world-of-work-personas.pdf) to learn about our work personas: flexible, remote and required-in-office.

If you 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 talent.acquisition@servicenow.com 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.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here (https://www.servicenow.com/fraudulent-job-scams.html) to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site (https://www.servicenow.com/careers.html) .

From Fortune. © 2022 Fortune Media IP Limited All rights reserved. Used under license.

Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, ServiceNow.