Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

What you get to do in this role:

The Support Engineer is part of a global organization entrusted as a technical resource to guide our customers during critical issues to ensure a timely and effective case resolution. In support engineering, the customer and their positive experience is paramount and central to our daily efforts. ServiceNow support engineering is integral to the success of our customers, as well as for the health of ServiceNow.

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.

Please note that this role is for a team that works 24x7 shifts. These rotational shifts, for which a shift differential is paid, include working outside of business hours up to 40 percent of the time, as well as regular weekend work. Qualifications Customer facing Technical Support experience. Advanced real-world experience of JavaScript. Ability to troubleshoot multiple complex technical issues and communicate technical updates to customers. Experience in one (or more) scripting languages JavaScript, Python, Perl, Unix Shell, Windows Shell) Experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok) Experience with relational databases (e.g. MySQL, Oracle) Ability to contribute as part of a high performing team, while still being able to work independently. Excellent time management skills. Personal commitment to quality and customer service. Proven ability to maintain a professional demeanour when handling complex user issues. Experience with ServiceNow Platform preferred. Desired Skills A fundamental understanding of ITSM, ITIL, or CMDB Advanced MySQL or Oracle experience Demonstrated proficiency with the following Technical Skills Web Services (consuming or providing) (SOAP, REST) Data Extraction Technologies (e.g. JDBC, ODBC) Any bi-directional, automated integration between two systems Experience with Splunk This job is for the SPP-EU (ServiceNow Protected Platform) Team and requires 24x7 shift work. The position will involve supporting customers in both User Experience and Service Management areas of the ServiceNow Platform. However, if we have an outstanding candidate that meets the criteria for Automation SME area, they can also be considered. The candidate must be willing and available to travel into the Dublin office 2-3 times a week (when working day shifts) should be located within commuting distance. REMOTE PERSONA IS NOT AN OPTION. We will not pay for relocation expenses, including a visa to relocate to Ireland, for this role. Once a recruiter is assigned, please contact me for more specifics regarding the shifts and technical requirements of the role.

Qualifications

Qualifications and technical skills that will lead to your success:

• 4+ years customer facing technical support experience
• Ability to troubleshoot difficult technical issues with ease and complexity
• Ability to read basic Java/JavaScript code
• Ability to explain solutions to complex technical problems
• Personal commitment to quality and customer service
• Personal commitment to quality and customer service

FD21

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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