Technical Support Engineer - Service Management

What

In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.

A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support.

Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem solving, a collaborative nature and flexibility will be key to your success.

Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers.

Skills:

Required Skills:

Must have bachelors degree in Computer Science or related field (or equivalent degree and experience)

• Demonstrated creative problem-solving approach and strong analytical skills
• Must be proficient with analyzing log files and standard debugging concept.
• Familiarity with tools & practices of the trade such as incident management, knowledgebase, defect & escalation management.
• Basic understanding of Object-oriented programming, Java, REGEX 
• Basic knowledge of the components in a web applications stack. 
• Experience in one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell) 
• Experience troubleshooting web application
• Experience in troubleshooting Java Script Code.
• Excellent communication skills (verbal and written)

Desired

• Familiarity with Eclipse IDE would be good.
• Previous experience in ITSM Implementation
• Experience supporting and troubleshooting e-commerce applications with catalog, shopping cart, merchandising and payment handling is highly desirable.
• Experience providing SaaS support is desirable.

This will be a HYD2 shift – 1pm to 10pm.