Senior Tech Support Engineer

Summary

Join ServiceNow as a Performance Support Engineer and tackle challenging issues for the Technical Support team, focusing on performance and instance availability. This role involves acting as the last point of escalation and mentoring junior team members. You will need to quickly grasp the ServiceNow platform and possess strong interpersonal and technical skills. The position requires working outside of normal business hours as needed. Success in this role demands experience in troubleshooting technical issues, relational databases, Java, scripting languages, and Unix/Linux. Excellent communication and time management skills are essential.

Requirements

• Leverage or critically think about how to integrate AI into work processes, decision-making, or problem-solving
• Troubleshoot difficult technical issues
• Strong Experience with relational databases (e.g. MySQL, Oracle)
• Java experience
• Experience in one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell
• Advanced Unix/Linux experience
• Working knowledge of the components in a web applications stack
• Experience diagnosing performance degradation (e.g. explain plans, database tuning)
• Work well in a team environment while also being able to work productively while unsupervised
• Strong personal commitment to quality and customer service
• Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
• Ability to work with high-value customer administrators and developers
• Excellent time management skills
• Consistent ability to work evenings and weekends
• Understanding of basic networking and system administration

Responsibilities

• Manage and resolve the most challenging issues for the ServiceNow Technical Support team focusing on Performance and instance availability
• Be the last point of escalation within the technical support department
• Mentor junior team members in the various technologies
• Quickly gain an understanding of the ServiceNow platform
• Work outside of normal business hours (evening/weekend shifts, holidays) as needed

Preferred Qualifications

• Experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)
• Experience working with dynamic HTML components: AJAX, JavaScript, AngularJS, CSS, XML, HTML, XHTML
• Advanced object oriented programming skills (Java strongly preferred)
• Deep understanding of JavaScript
• 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
• TCP/IP, Networking knowledge
• Experience with Splunk
• Understanding of Simple Network Management Protocol (SNMP)
• Understanding of remote administration via SSH, SNMP, WMI, Powershell
• Experience in any of the technologies on this list: http://wiki.service-now.com/index.php?title=List_of_Available_Integrations
• Strong Familiarity with Eclipse IDE
• A fundamental understanding of ITSM, ITIL, and/or CMDB