Job Description

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.

Qualifications

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)

In order to be successful in this role, we need someone who has:

·       Working knowledge of the components in a web applications stack.

·       AngularJS framework knowledge

·       Experience working with dynamic HTML components: AJAX, JavaScript, CSS, XML, HTML, XHTML

·       Must have basic object-oriented programming skills (Java strongly preferred)

·       Good to have basic understanding of SQL.

·       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 (Client Scripts, UI Policies/Actions/Pages/Scripts/Macros)

·       Experience with configuring Virtual Agent and Agent Workspace.

·       Understanding of bootstrap framework

·       Understanding of message communication protocols.

·       Working 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.