Technical Support, Infrastructure Engineer

Summary

Join ServiceNow as a Support Engineer and resolve technical cases for customers using the ServiceNow software and platform. You will provide amazing customer support experiences, using skills in building trust, empathy, and excellent communication to answer customer questions and resolve issues through various technologies. Understanding the ServiceNow platform and its core functionalities is essential, along with employing diagnostic tools to isolate issues. You will manage and resolve challenging issues, coordinating with other teams when necessary. You will also provide input on process and product improvements. This role requires strong problem-solving, collaboration, and flexibility.

Requirements

• Have experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry
• Have a bachelor’s degree in Computer Science or a related field (or equivalent degree and experience)
• Have 2+ years of experience providing customer-facing technical support (web-based products or e-commerce preferred)
• Be able to comprehend and modify server-side object-oriented JavaScript, Unix Shell scripting, Windows scripting, and PowerShell
• Have ability in server administration across OS platforms (Windows/Unix), including understanding user permission levels, domain configuration, group policy objects, and execution of SUDO Policies
• Be proficient in remote administration via SSH, SNMP, WMI, and PowerShell
• Understand SNMP traps and MIBs/OIDs
• Be able to understand and modify XML, JSON, and Regular Expressions (RegEx)
• Be familiar with AWS, Azure, VMware, and Amazon EC2, including appropriate template types (ARM templates, CFT)
• Understand protocols such as HTTP, TCP, FTP/SFTP, SOAP, and REST
• Have experience with troubleshooting tools such as Wireshark and Traceroute
• Have a solid understanding of object-oriented programming skills (Java strongly preferred)
• Have a good understanding of database concepts
• Have a fundamental understanding of ITOM, CMDB, and ITIL business processes
• Possess strong troubleshooting/root cause isolation skills
• Demonstrate a creative problem-solving approach and strong analytical skills
• Be proficient in analyzing log files and standard debugging concepts
• Have excellent communication skills (verbal and written)

Responsibilities

• Resolve technical cases created by customers seeking help with troubleshooting unexpected behaviors or answering technical questions about the ServiceNow software and platform
• Provide amazing customer support experiences, using skills in building trust, showing empathy, and excellent communication to answer customer questions and resolve issues through various technologies (web, chat, email, case updates, and telephone support)
• Understand the ServiceNow platform and all core functionalities, employing various diagnostic tools to isolate the potential cause of the issue
• Diligently manage and resolve challenging issues, coordinating assistance from additional teams for more complex cases
• Provide input across business units regarding process and product improvements based on your unique perspective from working on customer technical issues

Preferred Qualifications

• Have previous experience working with the ServiceNow platform (Asset Management, Orchestration, Discovery, Mid Server, BSM Map & Service Mapping)
• Understand JavaScript
• Be familiar with Eclipse IDE
• Have previous experience in software development or software consulting
• Have experience supporting and troubleshooting e-commerce applications with catalog, shopping cart, merchandising, and payment handling. Experience providing SaaS support is desirable