Technical Support Engineer - ServiceNow ITOM

What you get to do in this role:

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.

Requirements

Qualification & Experience

Must have bachelor’s degree in Computer Science or related field (or equivalent degree and experience)

· 2+ 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 ITOM, 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.