A student from various disciplines can Apply. Interested and eligible candidates can read more details below.
Company Description
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 7,400+ customers, we serve approximately 80% of the Fortune 500, and we’re proud to be one of FORTUNE’s 100 Best Companies to Work For® and World’s Most Admired Companies® 2022.
Learn more on Life at Now blog and hear from our employees 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.
Job Description
What you get to do in this role:
- Providing support to users/administrators of our platform. Supporting and contributing to the growth of best practices for delivery of support services.
- Understanding our platform, Cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.
- Acting as a customer advocate, prioritizing and managing assigned incidents and escalations in queue with little or no supervision.
- Engaging with the cross functional teams like operations and engineering to build, drive and improve tools and processes for quicker issue resolution.
- This includes being the last point of escalation within the customer support department and mentoring junior team members in the various technologies.
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Qualifications
Qualification & Experience
- Must have bachelor’s degree in Computer Science or related field (or equivalent degree and experience)
- 5+ years providing customer facing technical support (Web based products or e-commerce preferred)
- Candidates will lesser experience will be considered for appropriate roles.
In order to be successful in this role, we need someone who has:
- Ability to comprehend, modify server-side object-oriented JavaScript, Unix Shell scripting and Windows scripting and Powershell.
- Ability in server administration across OS platforms (Windows/Unix). Including understanding of user permission levels, domain configuration, group policy objects and execution of SUDO Policies.
- Remote administration via SSH, SNMP, WMI, PowerShell
- Understanding of SNMP traps and MIBs/OIDs
- Ability to understand and modify XML, JSON, Regular Expressions (RegEx)
- Familiarity with AWS, Azure, VMWare, Amazon EC2 including appropriate template types (ARM templates, CFT)
- Understanding of protocols such as HTTP, TCP, FTP/SFTP, SOAP and REST
- Experience with troubleshooting tools such as Wireshark, Traceroute
- Solid understanding of object-oriented programming skills (Java strongly preferred)
- Good understanding of database concepts.
- A fundamental understanding of ITSM, CMDB and ITIL business process
- Strong troubleshooting/root cause isolation skills
- Demonstrated creative problem-solving approach and strong analytical skills
- Must be proficient with analyzing log files and standard debugging concept.
- Experience providing web development support is highly desirable.
- Familiarity with tools & practices of the trade such as incident management, knowledgebase, defect & escalation management.
- Excellent communication skills (verbal and written).
Preferred Skills (Great to have)
- Previous experience working with the ServiceNow platform (Asset Management, Orchestration, Discovery, Mid Server, BSM Map & Service Mapping)
- Understanding of JavaScript.
- Familiarity with Eclipse IDE.
- Previous experience in software development(or) software consulting.
- Experience supporting and troubleshooting e-commerce applications with catalog, shopping cart, merchandising and payment handling is highly desirable.
Experience providing SaaS support is desirable.
Additional Information
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 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.
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